Special
Edition
This special edition of the VVi
Periodical focuses on the contract put out for tender by VAC, on the
Vocational Rehabilitation articles of the New Veteran Charter (NVC).
The bulk of the SOR, below, has
been converted to html with appropriate internal doc links to make it easier
for the reader to navigate the doc. Further, the SOR and other associated
docs/templates are available to view as PDF files as linked at the bottom of
the SOR.
It is important for all to
review, even if the NVC does not apply to you specifically. It is important
to be aware of what the new disabled veterans, as of 01 Apr 2006, for example
those now fighting in Afghanistan will be subjected to if they are injured or
wounded.
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VOCATIONAL
REHABILITATION
Annex A-
STATEMENT OF
REQUIREMENTS
[Extract]
January 25, 2007
TABLE OF CONTENTS
SECTION I..................................................................1
INTRODUCTION AND DEPARTMENTAL DESCRIPTION .................1
1.1 Preamble ..................................................1
1.2 VAC Business Model ........................................3
1.3 Vision.....................................................4
1.3.1 Vocational Service Philosophy and Principles ...............4
1.4 Program Description .........................................5
1.4.1 Veterans Affairs Rehabilitation Program....................5
1.4.2 Vocational Rehabilitation and Assistance Services............6
1.5 Eligibility for Rehabilitation and Vocational Assistance..............7
1.5.1 Rehabilitation Need ....................................8
SECTION II ................................................................10
FUNCTIONAL SPECIFICATIONS ......................................10
2.1 Contractor’s Objective .......................................10
2.2 Scope of Contractor’s Responsibilities ..........................10
2.3 Client Responsibilities and Tasks ..............................10
2.4 Contractor Responsibilities and Tasks...........................11
2.5 VAC Responsibilities and Tasks ...............................12
2.6 VAC Case Manager Responsibilities and Tasks ...................12
2.7 Client Referral Method .......................................14
2.8 Vocational Rehabilitation Referral .............................14
2.8.1 Background .........................................14
2.9 Foreign Country ............................................14
2.10 Reviews and Approvals ......................................15
2.11 Contractor Deliverables ......................................15
2.12 Assessment Phase ..........................................16
2.12.1 Overview ...........................................17
2.12.2 Initial Vocational Assessment ...........................17
2.12.3 Vocational Evaluation .................................19
2.12.3.1 Vocational Assessment Activities ................19
2.12.3.2 Specialized Assessments .......................20
2.12.3.3 Labour Market Analysis........................20
2.12.4 Vocational Evaluation Summary Report ...................21
2.13 Planning Phase.............................................22
2.14 Intervention Phase ..........................................23
2.14.1 Job Readiness Activities ...............................25
2.14.2 Job Search Preparation.................................26
2.14.3 Job Development .....................................27
2.14.4 Active Job Search ....................................28
2.14.5 Follow Up, On-the-Job Evaluation .......................28
2.15 System Preface.............................................30
2.16 Functions of the System......................................30
2.16.1 Systems Security .....................................30
2.16.2 On-Line Tools - Web Site ..............................30
2.16.3 Data Elements .......................................30
2.16.4 Registration (Intake) Process ...........................31
2.16.5 Case Management Client Database .......................31
2.16.6 Vocational Rehabilitation Payment Processing ..............32
2.16.7 Inquiry Function......................................33
2.16.8 History and Archiving Function..........................33
2.17 Reports Function ............................................33
2.17.1 Client-Specific Reports ................................33
2.17.2 Program Reports - Management Information ...............34
SECTION III ...............................................................37
UNIVERSAL REQUIREMENTS ........................................37
3.1 Universal Requirements......................................37
3.2 Departmental Description and Structures ........................37
3.3 Contractual Roles and Responsibilities ..........................37
3.3.1 The Contractor .......................................37
3.4 Location of Work...........................................38
3.5 Hours of Operation .........................................38
3.6 Organizational Support ......................................39
3.6.1 Regional Presence ....................................39
3.6.2 Central Contract Administration .........................40
3.7 Travel ....................................................39
3.8 Security, Information Management and Access to
Information and Privacy......................................41
3.8.1 Security ............................................41
3.8.2 Information Management...............................41
3.8.3 Access to Information and Privacy .......................43
3.9 Language .................................................45
3.10 Departmental Access to Records for the Purpose of Audit ...........46
SECTION IV ...............................................................47
PROJECT DEVELOPMENT REQUIREMENTS...........................47
4.1 Introduction ...............................................47
4.2 Time Frame ...............................................47
4.2.1 Start Up ............................................47
4.2.2 Wind Down .........................................47
4.2.1.1Basis of Canada’s Ownership of Intellectual Property ..48
4.3 Project/Development Life Cycle ...............................48
4.4 Project Status Verification ....................................48
4.5 Development of Informational Material .........................48
4.5.1 General.............................................48
4.5.2 Client Promotional material ............................49
4.5.3 VAC-DND Promotional Material ........................50
4.6 Training ..................................................50
4.6.1 VAC Head Office Program Management ..................50
SECTION V ................................................................51
ON-GOING OPERATIONAL REQUIREMENTS ..........................51
5.1 INTRODUCTION ..........................................51
5.1.1 Contract Manager.....................................51
5.1.2 Central Contract Administration Office....................51
5.1.3 Systems and Report Maintenance ........................52
5.1.4 Client Disbursement Processing Unit .....................52
5.1.5 Change Management ..................................54
5.1.6 As and When Charges .................................54
SECTION VI ...............................................................55
TECHNICAL REQUIREMENTS ..........................................55
6.1 Introduction ...............................................55
SECTION VII ..............................................................56
FINANCIAL REQUIREMENTS .........................................56
7.1 Introduction ...............................................56
7.2 Financial Services/Contract Administration ......................56
7.3 Financial/Payments Requirements..............................56
7.4 Payment of Services.........................................57
7.4.1 General.............................................57
7.4.2 Rehabilitation Core Services ............................57
7.4.3 Direct Program Costs..................................58
7.4.4 Contract Administration Charges ........................59
7.4.5 As and When Charges .................................59
SECTION VIII..............................................................60
HUMAN RESOURCE REQUIREMENTS.................................60
8.1 Introduction ...............................................60
8.2 Rehabilitation Designations...................................60
8.3 Employee Security Requirements ..............................61
8.4 Certification of Bilingual Employees............................61
SECTION IX ...............................................................62
PERFORMANCE MEASURES AND MANAGEMENT REPORTING.........62
9.1 Performance Measurement and Outcomes .......................62
Glossary of Terms:...........................................................64
HYPOTHETICAL CASE STUDY..............................................71
APPENDICES TO SOR ......................................................73
[See
PDF File]
Appendix 1
Appendix 2
Appendix 3
Appendix 4
Appendix 5
Appendix 6
Appendix 7
Appendix 8
Appendix 9
Appendix 10
Appendix 11
Appendix 12
Appendix 13
Appendix 14
Appendix 15
Appendix 16
Appendix 17
Appendix 18
Appendix 19
Detailed Listing of VAC’s District Offices .......................74
Vocational Rehabilitation, Contracted Services ...................76
Requested Content, Initial Vocational Assessment Report ...........77
Requested Content, Employment Assessment .....................79
Requested Content, VAC Vocational Services
Individual Vocational Rehabilitation Plan (IVRP) .................80
Requested Content, Progress Report ............................82
Requested Content, VAC Vocational Services
Job Search Agreement .......................................83
Requested Content, VAC Vocational Services
Employer Contact Sheet ......................................84
Requested Content, RTW Follow-Up Report .....................85
Requested Content - Closure Report ............................86
Anticipated Distribution of Clients .............................87
Minimum Safeguards for Protected and Classified Assets ...........89
Infrastructure and Mandatory Operating
Requirements for Data Interchange .............................91
Vocational Rehabilitation/Vocational Assistance Claim .............95
Area Counsellor Client Centred Assessment ......................99
VAC/Client Agreement Form ................................100
Re-Establishment and Compensation Programs - Rehabilitation
and Vocational Assistance Program - Rehabilitation Related
Expenses (Interim Policy) ...................................101
Sample Invoice ............................................105
Authorization to Disclose ...................................106
SECTION I
INTRODUCTION AND DEPARTMENTAL DESCRIPTION
1.1 PREAMBLE
Veterans Affairs Canada (VAC) has a proud history of honouring Canada’s Veterans and is a
world leader in many regards - particularly with respect to the care and treatment of the
“traditional wartime Veterans”.
VAC’s legislative mandate is to provide for the care, treatment and re-establishment in civil life
of Veterans and the care of their dependants and survivors.
Among the more significant laws and regulations from which VAC’s mandate stems is the
Department of Veterans Affairs Act. This Act charges the Minister of Veterans Affairs with the
following responsibilities:
“...the care, treatment, or re-establishment in civil life of any person who served in the
Canadian Forces or merchant navy or in the naval, army or air forces or merchant navies
of Her Majesty, of any person who has otherwise engaged in pursuits relating to war, and
of any other person designated...and the care of the dependants or survivors of any person
referred to...”
The Department meets its responsibilities through the delivery of various programs and services.
These include programs for disability pensions, Veterans allowances, pension advocacy, health
care and commemoration. While these programs were initially designed to respond to the needs
of traditional War Veterans, they are used today to respond to the needs of another group that is a
rapidly growing VAC client - the Canadian Forces (CF) Veteran. CF participation rates in
VAC’s programs and services have almost doubled in the last ten years and VAC’s CF client
population has increased 60% over the past three years.
In March 2004, the Veterans Affairs Canada - Canadian Forces Advisory Council (VAC-CFAC)
released a major discussion paper titled Honouring Canada’s Commitment: “Opportunity with
Security” for Canadian Forces Veterans and Their Families in the 21st Century. In its report,
VAC-CFAC called for immediate government action, referring to the current response to the
needs of CF Veterans and their families as “inadequate and unworthy of us.”
On May 4, 2004, then Veterans Affairs Minister and Minister of National Defence, announced
the Government of Canada’s plans for a full review of VAC services and programs which would
result in modernized programs that better serve our Canadian Forces (CF) Veterans and their
families. A year later, on May 13, 2005, Bill C-45, the Canadian Forces Members and Veterans
Re-establishment and Compensation Act, received Royal Assent, enabling Veterans Affairs
Canada (VAC) to modernize services, assistance and compensation to Canadian Forces
members, Veterans and their families.
Program and service modernization represents fundamental changes and additions to existing
business lines offered by the Department. It also represents an increased focus on service
delivery and the requirement for accountable, effective and outcomes-based case management
services.
There is considerable evidence confirming that the needs of still-serving and former members of
the Canadian Forces (CF) are different than those of Veterans Affairs Canada’s (VAC)
traditional client - the Wartime Veteran. Recognizing that the Department needs to balance the
requirements of its traditional War Veterans with better meeting the needs of today’s CF
Veterans and their families, VAC has developed a new Veterans’ Charter, including five primary
areas for program modernization. One of the key program elements is:
Rehabilitation - to offer comprehensive services to Veterans with disabilities
incorporating medical, psycho-social and vocational rehabilitation to restore function and
facilitate a successful re-establishment in their communities.
Annually about 4,000 members of the Regular Force and some Reservists leave full-time military
service. Some move directly into retirement, but the majority need or desire civilian employment.
Many of those releasing have management or technical skills and experience, or even
professional qualifications, which make the transition to civilian employment straightforward.
Others, such as those in the combat arms and some sea trades, have military trades which do not
equate to a civilian occupation. Some of these members upgrade their education or skills through
programs offered by DND, but many will require re-training in order to acquire suitable
employment.
The new Veterans’ Charter also includes the provision of vocational services to some Veterans
without impairment and to eligible members of the Veteran’s family in certain conditions.
VAC is seeking a contractor who will assist VAC to execute it’s responsibilities in providing
Vocational Rehabilitation and Vocational Assistance services for all those declared eligible and
able to participate. The objective of this Vocational Rehabilitation contract is to have services
and networks in place to assist eligible Veterans of the Canadian Forces (CF) and, in some cases,
their spouses and survivors, to prepare for suitable gainful employment in civilian life.
The expectations for the provision of Vocational Rehabilitation services includes any process
designed to identify and achieve an appropriate occupational goal for a person with a physical or
mental health problem, given their state of health and the extent of their education, skills, and
experience.
A small number of VAC clients eligible for Vocational Rehabilitation and Assistance Services
will be residing in foreign countries (refer to Appendix 11 for an estimated number of clients in
C C SA Service D elivery M odel
C lient
C ontact
S
cree ning
A
ssess m ent
T arg ete d
A ssista nce
I nform atio n
M onitoring &
F ollow-up Im ple m e ntatio n
Case
P lan ning
this category). The Contractor is requested to provide the full range of vocational services to
these clients, although, alternative delivery mechanisms, such as sub-contracted services, may be
used.
1.2 VAC BUSINESS MODEL
VAC’s approach to service delivery has been evolving over the past 10 years, beginning in the
mid 1990's with the introduction of the Client-Centred Service Approach (CCSA). Approved by
VAC’s Branch Executive Committee in April 1995 and endorsed by the Departmental Executive
Board in October 1996, the CCSA was developed in response to the changing needs of VAC’s
client population, including the increasing number of Canadian Forces clients, increasingly
complex client service needs, and changes occurring within service delivery systems
The CCSA is a departmental-wide philosophical approach to service intended to directly involve
the client in decision making, to focus service delivery on responding to client need, and to
provide a continuum of service that links VAC programs and services with those from the
community. Through the philosophy of client-centred service, VAC strives to promote wellness,
independence, and quality of life for all its clients.
In July 2002, the Department further developed the approach to service through the
implementation of the Integrated Service Delivery Framework (ISDF). The objective of the ISDF
was to ensure that services were delivered at the most efficient location, thereby improving the
quality and consistency of service delivery by streamlining work processes and dedicating a
greater percentage of resources to direct client service.
1.3 VISION
VAC’s vision under the New Veterans’ Charter with respect to the Vocational Rehabilitation
Services is to provide comprehensive, individualized, reasonable and cost-effective measures to
eligible VAC clients that will assist them to prepare for suitable and gainful civilian employment.
1.3.1 Vocational Service Philosophy and Principles
Delivery of VAC Vocational services will be based on the following Vocational Service
Philosophy:
Services support a return to work goal if:
• the goal is realistic and attainable
• the goal is reasonable in terms of cost, duration of training and overall
time spent in vocational rehabilitation
• the goal is in keeping with legislation governing VAC’s mandate and
operations.
Vocational service provision will also be guided by the following Vocational Service
Principles:
• Services will be provided in the shortest time frame and the most cost-
effective manner.
• Services will be provided with the highest ethical standards.
• Services will respect the dignity and worth of each individual client.
• Assessment and service planning will be based on a holistic, bio-psychosocial
approach.
• Services will be individualized and tailored to the client’s unique needs
and circumstances – a client centered approach.
• Services will be outcome-focussed and based on mutually planned goals
and objectives that reflect a partnership agreement between VAC, the
client and the Contractor (and Insured Service Provider, where applicable).
• Services will build on client strengths and abilities.
• Services will promote independence, participation and community
inclusion.
• Services will involve family members to the extent possible.
• Services will be community based to the extent possible.
• Services will emphasize early return to function and occupation.
• Services will be provided through a planned and coordinated case
management process.
The VAC Vocational Service Philosophy and Principles must be respected at all times.
1.4 PROGRAM DESCRIPTION
1.4.1 Veterans Affairs Rehabilitation Program
The Vocational Rehabilitation and Vocational Assistance services to be supplied by the
contractor are an important component of the VAC Rehabilitation Program. The VAC
Rehabilitation Program is one of the key elements in the new comprehensive wellness
package of programs aimed at assisting the Canadian Forces (CF) Veteran’s reestablishment
into civilian life. Rehabilitation services assist eligible Veterans and
spouses/survivors who are living with a disability to improve their physical,
psychological, and social functioning and to reduce and remove physical and social
environmental barriers to functioning. The VAC Rehabilitation Program also includes
the provision of Vocational Assistance to eligible Veterans and spouses/survivors who do
NOT have a disability.
Using the principles and best practices of community rehabilitation and modern disability
management as a guide, VAC will provide former CF members with a client-centred
rehabilitation program aimed at restoring their physical, psychological, social and
vocational functions to an optimal level, in relation to the clients’ ability to function at
their maximum level of independence, following an injury or illness. The program
includes:
a. medical rehabilitation,
b. psycho-social rehabilitation, and
c. vocational rehabilitation, vocational assistance and benefits.
Medical rehabilitation as defined in the legislation is “any physical or psychological
treatment whose object is to stabilize and restore the basic physical and psychological
functions of a person.” Psycho-social rehabilitation refers to “any psychological or social
intervention whose object is to restore a person to a state of independent functioning and
to facilitate their social adjustment.”
Note: Medical, psycho-social rehabilitation services will be provided by VAC through
alternative arrangements with the Department.
Vocational rehabilitation, according to the legislation, “includes any process designed to
identify and achieve an appropriate occupational goal for a person with a physical or
mental health problem, given their state of health and the extent of their education, skills,
and experience.”
Vocational assistance and vocational assistance plans are part of the services offered
under the VAC Rehabilitation Program. It is important to note that non-disabled
Veterans, their spouses, and survivors who are identified by VAC as eligible and able to
benefit from Vocational Assistance will normally require the following more limited
services as defined in the legislation: “employability assessments, career counselling,
training, job-search assistance, whose object is to help a person to find appropriate
employment.”
Eligible spouses and survivors with rehabilitation needs that interfere with their ability to
benefit from Vocational Assistance will be provided with a Rehabilitation Plan to address
those needs. VAC Area Counsellors will act as primary case managers located in District
Offices and Service Centres across Canada to ensure the delivery of rehabilitation
services to Veteran clients by providing timely, comprehensive access to, and
coordination of, appropriate rehabilitation services and programs in their own
communities, ensuring access to a variety of individual, family and environmental
interventions aimed at removing barriers and allowing the member to successfully reestablish
in civilian life. VAC Area Counsellors complete an (Area Counsellor Client
Centred Assessment) assessment of all aspects of a client need relating to all services
available through VAC, as required, with CF clients to identify their rehabilitation needs
and develop a Rehabilitation Case Plan with the client which, depending on the client’s
needs, may include medical, psycho social and/or vocational rehabilitation.
1.4.2 Vocational Rehabilitation and Assistance Services
The specific area of services to be covered by this contract, the vocational rehabilitation
and assistance phase of the VAC Rehabilitation Program, normally begins once the client
has stabilized medically, has adjusted to the psycho-social issues related to living with
any impairment and is ready to proceed with identifying vocational options. This will
include pursuing education or training (if needed) and return to work to the same or
alternate occupation with a different employer.
Note: In some cases, medical and/or psycho-social rehabilitation may continue while
vocational rehabilitation has begun.
While VAC Case Managers will retain a primary case management role during the
period of Vocational Rehabilitation and Assistance, the delivery of vocational
services, including assessments and interventions, will be provided by the
Contractor.
The ultimate objective of VAC Vocational Rehabilitation services is to provide
individualized, reasonable and cost-effective services to eligible CF clients who have
vocational needs and, ultimately, to facilitate a return to suitable gainful employment. An
additional objective is to provide vocational assistance to eligible spouses/common-law
partners or survivors in order to restore their earning capacity to a reasonable level if the
Veteran is unable to benefit from Vocational Rehabilitation. These services will include
vocational assessments, individualized vocational rehabilitation plans, appropriate
vocational interventions and job placement assistance.
Clients with significant disabilities will normally benefit from intensive and specialized
vocational rehabilitation services. However, in keeping with a needs-based approach, a
client with minimal rehabilitation needs may only require those services as described for
vocational assistance (see section 1.4.1). VAC Case Managers will work closely with the
Contractor to ensure that the appropriate type and level of vocational service is provided
for each individual client. VAC clients with disabilities experience unique challenges
and barriers related to their disability and re-employment. On average they have little
post-secondary education and their labour participation rates are below average. VAC’s
vocational rehabilitation model is designed to identify any barriers and limitations that are
preventing Veterans with disabilities from obtaining suitable gainful employment
opportunities and to find solutions to increase their employability, based on their previous
work experience, education, skills and functional capacity in relation to their disability.
Where clients have access to insured services provided by an Insured Service Provider,
VAC is committed to providing vocational rehabilitation and vocational assistance
services in partnership with the Insured Service Provider. Insured Service Providers
include provincial health care plans, provincial or federal workers’ compensation plans
and SISIP (Service Income Security Insurance Plan). Other potential partners in service
delivery (to be determined on a case by case basis) are private insurers and the Canada
Pension Plan Disability (CPPD) Program.
Client participation in the program is voluntary as client motivation is seen as the most
important element of successful rehabilitation.
1.5 ELIGIBILITY FOR REHABILITATION AND VOCATIONAL ASSISTANCE
Persons eligible for VAC’s Rehabilitation and Vocational Assistance Program will fall into three
categories:*
• Veterans, including some classes of reservists, who have medically released and
apply within 120 days of release.
• Other Veterans, currently voluntarily releasing or previously medically or
voluntarily released, who are determined to have a Rehabilitation Need (RN). RN
refers to impairment in day-to-day functioning that is attributable to a physical or
mental health problem resulting primarily from service in the Canadian Forces
that is creating a barrier to re-establishment in civilian life.
• Spouses/common-law partners of those eligible Veterans who would not benefit
from vocational rehabilitation as a result of being totally and permanently
incapacitated OR surviving spouses/common-law partners of CF Veterans who
die as a result of a service-related disease or injury (services for these clients will
normally be limited to those associated with Vocational Assistance). The
approximate number of eligible spouses/partners and survivors is 10% of the
eligible clients.
**In addition to the above, VAC may, in future, provide benefits and services for additional
medically releasing members of the CF, who would benefit from rehabilitation. A decision to
include these clients would be exercised as an electable option under this contract. Bidders are
requested to provide confirmation of pricing and capacity to support this option should it become
a reality.(refer to Appendix 11 for an estimated number of clients in this category)
VAC will determine all eligibility and will individually refer clients who are determined to be
eligible.
1.5.1 Rehabilitation Need
The determination of a Rehabilitation Need (RN) resulting primarily from service is one
of the two mechanisms that provides access to the more intensive and costly reestablishment
supports in the form of income replacement, rehabilitation services
(medical, psycho-social and/or vocational) and a comprehensive rehabilitation benefits
package.
Eligibility determination for these supports is a two-step process: firstly assessing
whether a ‘rehabilitation need’ exists and secondly assessing whether this need is
resulting primarily from service in the Canadian Military, i.e. there is a ‘service
relationship’.
A “rehabilitation need” exists if the client has a significant physical or mental health
problem (temporary or permanent in nature) that is creating a barrier to successful reestablishment
in civilian life.
A “service relationship” exists if it is reasonable to conclude that the physical or mental
health problem has resulted primarily from military service. Determination of a service
relationship will be based on six sources of evidence that will be readily available:
• documentation of a physical or mental health problem (generally provided
by DND’s service and medical records)
• documentation that confirms a VAC pension already exists for the same
condition applied for under the Rehabilitation Program
• documentation of the nature of military service (i.e. military occupation,
length of service, deployments, release date)
• documentation of client self-report regarding the circumstances of the
illness or injury
• population-based evidence that establishes increased incidence of specific
health problems in military populations (evidence-based guidelines to
support decision-making).
• No documentation to the contrary in the records to indicate another cause
“Rehabilitation need” and “Service relationship” decisions will be made at the VAC
Release
Screening
(Transition Interview)
Routine
Transitional Needs –
Non Rehab Needs
Rehabilitation
Need?
CF Veteran*
Case M anagem ent Services,
Rehabilitation, Vocational Assistance
Loss of Earnings,
Incom e Support, Perm anent
Im pairm ent Allowance,
and Health Benefits
Disability
Award and Related
Benefits
Service related
disability?
Case M anagem ent Services,
Counselling (Including cultural
transition), and Job Placem ent
yes
Medically
Releasing ?
CF Mem ber*
District Office with two levels of administrative appeal at the regional and head office levels.
The eligibility of CF Veterans to new programs and services is depicted in the diagram
below.
* Spouses and family may be involved appropriately in all activities
*Contractor responsible for Vocational Rehabilitation and Vocational Assistance only.
SECTION II
FUNCTIONAL SPECIFICATIONS
2.1 CONTRACTOR’S OBJECTIVE
The objective to be achieved by the Contractor is:
• To provide consistent, high quality Vocational Rehabilitation and Vocational
Assistance Services to eligible VAC clients (Canadian Forces clients, their
spouses and survivors) residing in and outside Canada, in order to assist them to
return to suitable, gainful civilian employment, given their state of health and the
extent of their education, skills and experience.
2.2 SCOPE OF CONTRACTOR’S RESPONSIBILITIES
The Contractor will provide the full scope of approved services from an Initial Vocational
Assessment to Closure of the Individualized Vocational Rehabilitation Plan. Approval from the
VAC Client Service Team Manager will confirm the type and level of service requested for the
individual client. In all cases where VAC approval is required, the approval must be obtained in
writing (e-mails are to be considered in writing in these circumstances) and retained on file. This
instruction for written approval applies to all Sections within this Statement of Requirements.
All VAC Vocational Rehabilitation and Vocational Assistance Services are to be delivered in a
collaborative manner with responsibilities shared between the clients, Contractor and VAC Case
Managers. The following outlines their respective roles and responsibilities.
2.3 CLIENT RESPONSIBILITIES AND TASKS
The client is expected to:
• participate fully in the assessment process.
• participate with the Contractor in the development of a personal Labour Market
Analysis (if required and approved).
• assist in the development of a realistic Individualized Vocational Rehabilitation
Plan (IVRP) and actively participate in the implementation of that plan.
• accept responsibility for his or her IVRP.
• attend regular appointments and be available for follow up.
• maintain contact with the Contractor and the VAC Case Manager.
• inform the Contractor and VAC Case Manager of any changes in their life
situation that will affect the progression of the Individualized Vocational
Rehabilitation Plan, or a change in their medical/psychological condition that
would lead to a delay in the program or a revision of the objectives of the Plan.
• participate in case reviews and, when required, in conference calls with the VAC
Case Manager and Contractor.
• actively participate in a job search on a full time basis and to provide evidence of
the search activity as requested.
• demonstrate willingness to adapt to a changing job market and consider
alternatives.
• inform VAC and/or the Contractor of financial and personal information changes
that may impact current funding for their vocational activities.
• provide directly to VAC, accurate financial and personal information (including
information related to changes) that will permit VAC to calculate Earnings Loss
benefits.
Refer to Appendices 5 ( IVRP - Requested Content), 16 ( VAC/Client Agreement) and 15 (Area
Counsellor Client-Centred Assessment) for reports that relate directly to VAC client
responsibilities.
2.4 CONTRACTOR RESPONSIBILITIES AND TASKS
The contractor must agree to:
• provide vocational rehabilitation and vocational assistance services that meet
VAC standards/requirements, including sub-contracted services, as per the SOR,
as agreed to by the VAC Case Manager.
• work collaboratively and actively with the VAC Case Manager, the client and
partners throughout the vocational rehabilitation and assistance process.
• accurately assess vocational rehabilitation and assistance needs, potential and risk
of failure initially and on an ongoing basis.
• make a recommendation on the vocational rehabilitation potential based on a
sound business case, in accordance with Industry Standards, including an
estimated cost of the Individualized Vocational Rehabilitation Plan (IVRP).
• develop and implement an IVRP as approved by the VAC Case Manager.
• make amendments to the IVRP as required in collaboration with the client and
VAC Case Manager.
• ensure that the client’s health and well-being are protected at all times, consulting,
where possible with the family physician or other health professionals involved
with the individual client, if needed to support the IVRP.
• ensure the quality of the performance of vocational rehabilitation consultants and
sub-contractors.
• must ensure that sub-contractors meet the same credentials that are defined for
employees involved in the delivery or services under this contract; in the case of
sub contracts for out of Canada clients, the contractor will not be held to the same
level of accountability. ( Please refer to section 2.9)
• make the initial contact with the client within two working days of the receipt of
referral and supporting documentation from the VAC Case Manager.
• cover all approved expenses for the client’s vocational services and submit
invoices with original receipts to VAC for reimbursement within 20 working
days. (The receipts may either be in the client’s name (e.g. purchase of internet
services) or the contractor’s name (external services purchased by contractor on
behalf of the client) noting that the services were rendered on behalf of a specific
client)
• maintain contact with the client, while providing services, on a monthly basis at a
minimum and more often, if required.
• consult with the VAC Case Manager on a monthly basis (unless otherwise
negotiated) on client progress, e.g. case conference. Contact to be made through
VAC’s toll free National Contact Centre at 1-866-522-2022 (French) or 1-866522-
2122 (English).
• provide reports to VAC specifications as required by the VAC Case Manager
including IVRPs, revised IVRPs, Attendance Reports and Progress Reports.
Refer to Appendices for report templates.
• provide statistical reports on the performance of its responsibilities and tasks as
described in the Statement of Requirements.
• invoice VAC for all services rendered as outlined in the Basis of Payment.
• promptly notify the VAC Case Manager within 48 hours if there is an issue of
health and safety affecting the client or regarding issues that threaten the success
of the IVRP and follow up in writing (within 6 business days).
2.5 VAC RESPONSIBILITIES AND TASKS
As the project authority, VAC is responsible for:
• ensuring, on behalf of the client, the smooth coordination and interface with the
provision of VAC health and other VAC programs.
• ensuring that quality services are provided to the client and VAC
• informing the Contractor in writing of any changes in policy guidelines that will
affect the Contractor
• informing the Contractor in writing of any changes in VAC Case Managers
involved in managing cases.
• informing PWGSC if there are problems with the quality of work.
• to pay the Contractor for all services rendered as outlined in the Basis of Payment
and in accordance with government regulations
2.6 VAC CASE MANAGER RESPONSIBILITIES AND TASKS
The VAC Area Counsellor will be the primary case manager for the client throughout the entire
rehabilitation process including the vocational rehabilitation and assistance component. The
VAC Case Manager will screen and refer suitable clients to the Contractor for an assessment of
vocational potential. With each referral, the VAC Case Manager will provide the Contractor with
the following information:
• signed copy of the “Authorization to Disclose” (see Appendix 19)
• copy of the preliminary VAC Rehabilitation Plan
• copy of relevant file information on the client’s vocational rehabilitation/medical
situation
• forms and standardized material provided by VAC including the Area Counsellor
Client Centred Assessment and the VAC/Client Agreement forms provided in
Appendices 15 and 16 for all clients requiring Comprehensive vocational
rehabilitation services.
Working collaboratively with the Contractor, VAC Area Counsellors will perform primary case
management functions for all clients requiring Comprehensive vocational rehabilitation services,
including:
• determining when a client is ready for an initial vocational assessment (based on
results of the Area Counsellor Client Centred Assessment)
• determining whether a client has vocational rehabilitation and vocational
assistance needs that can be addressed through an Individualized Vocational
Rehabilitation Plan
• coordinating for and authorizing the work to be performed and services to be
provided, monitoring the Contractor’s performance and authorizing funding for
the approved services. For example, the VAC Case Manager will arrange to
approve or deny, in writing, Vocational Assessment activities, requests for
Specialized Assessments, occupational goals to be explored through a Labour
Market Analysis and development of an IVRP
• providing input as needed with the development of the Individualized Vocational
Rehabilitation Plan
• coordinate with the team Manager, authorization of the Individualized Vocational
Rehabilitation Plan in writing , monitoring the client’s progress and providing
response/feedback to the Progress Report
• initiating and arranging for cost sharing arrangements with Insured Service
Providers or other community partners on a case-by-case basis and documenting
these arrangements in the IVRP
• informing the Contractor of any partnership agreements that will be assisting in
the completion of the Individualized Vocational Rehabilitation Plan and ensuring
that confidential information is received by the appropriate consultant
• leading regular case conferences with the Contractor and client to discuss the
client’s progress; for example, providing assistance with problem solving on
complex cases, and facilitating a decision when a consensus cannot be reached
between the client and the Contractor (and Insured Service Provider/community
partners, if applicable)
• coordinating and enabling interventions with the client and contractor when
unforseen issues arise that may have a negative impact on the success of the
client’s plan
• maintaining regular contact with the client
• deciding, in consultation with the contractor and the client, when the case plan
will be suspended, cancelled or closed.
2.7 CLIENT REFERRAL METHOD
The successful Contractor will be referred clients, by VAC, based on geographical location
and/or in some instances, specialized service requirements. The Contractor may also be required
to support the client referrals of releasing members of the CF who are residents outside of
Canada.
2.8 VOCATIONAL REHABILITATION REFERRAL
2.8.1 Background
In the interest of seamless case management for VAC clients, VAC has established a
business process for the efficient referral of clients to the Vocational Rehabilitation
Contractor. This process has been adopted Department wide for all staff to adhere to.
The business process outlines, that VAC Area Counselors (Client services team
managers, as necessary) will have a direct link to the Contractor’s Vocational
Rehabilitation experts. Normally, VAC will refer clients to the contractor only after a
preliminary Rehabilitation Plan has been created for that individual and there is a
provision for the completion of an Initial Vocational Assessment by the Contractor.
The Contractor’s Vocational Rehabilitation staff will be authorized by VAC to provide
general information, including but not limited to an overview of how the program works,
to VAC clients regarding the Vocational Rehabilitation Services. However, where a
VAC client who has not been referred to the Contractor requests more detailed
information, the Contractor’s staff will be required to refer the client to the designated
VAC District office. The client will be contacted by an appropriate member of VAC
staff. This process will also be followed for cases where a client seeks information via
the internet. Clients who visit a District Office in person seeking Vocational
Rehabilitation assessment and benefits will be linked to the appropriate VAC staff person
at the time of their first visit. Where a Vocational Rehabilitation need is identified
through a VAC transition interview, a referral will be made to the appropriate VAC staff
member at that time.
2.9 FOREIGN COUNTRY
A small number of VAC clients eligible for Vocational Rehabilitation and Assistance Services
will be residing in foreign countries (refer to Appendix 11 for an estimated number of clients in
this category). The Contractor is requested to provide the full range of vocational services to
these clients, although, alternative delivery mechanisms (i.e. sub-contractors) may be used.
While the provision of services to VAC clients residing in foreign countries is not a mandatory
requirement, preference will be given to bids that demonstrate this capacity.
VAC needs to pre-approve any alternate delivery mechanisms used. VAC will seek to obtain
Client Consent prior to approval of services external to Canada. VAC recognizes that it may be
difficult for the contractor to fully comply with the security and privacy requirements stipulated
in Section 3.8 of this SOR for services being provided external to Canada. The contractor will be
provided with a copy of the client consent form for the purposes of facilitating work externally .
The contractor will be required to demonstrate due diligence in the protection of client
information and will be required to request data be returned to Canada from any providers or
subcontractors who may be engaged for the purposes of delivering services external to Canada.
2.10 REVIEWS AND APPROVALS
No activity may be initiated beyond the Initial Vocational Assessment without authorization from
VAC. The authorization can be provided either in writing, or electronically through an on-line
interface where the contractor would connect to VAC’s BHSOL. The Individualized Vocational
Rehabilitation Plan cannot be implemented without the authorization of VAC. VAC will provide
the Contractor with the authorization within 6 business days upon receipt of the Initial
Vocational Assessment.
VAC is responsible for all decisions regarding the client's IVRP and will decide whether the plan
should continue or not after the review of each progress report provided by the Contractor.
Authorization will be in writing. VAC will provide a written authorization form on award of
contract.
2.11 CONTRACTOR DELIVERABLES
The Contractor will provide vocational rehabilitation and vocational assistance services
collaboratively with the client and with approval by VAC.
Recommendations for services must be based on an objective assessment (as described in the
sections below) of the client. The VAC Case Manager must be notified orally within 48 hours
and followed up in writing (within 6 business days) of any risk or signs of potential failure of the
IVRP.
The Contractor may be required to provide comprehensive vocational rehabilitation services for
some clients, while only specific vocational services for others. For example, clients with
minimal barriers to return to work may only require vocational assistance. VAC will provide
written approval to proceed to the Contractor with regard to the services VAC is prepared to pay
for each client.
Generally, all tasks to be performed will fall within the phases and activities outlined below,
normally in this sequence. The contractor agrees to follow the phases defined in the section
below and, where necessary, request approval from VAC for customization of an approach.
I. ASSESSMENT PHASE
1. Initial Vocational Assessment
2. Vocational Evaluation (if required) and Summary Report
• Vocational Assessment Activities
• Specialized Assessments and Labour Market Analysis
II. PLANNING PHASE
1. Individualized Vocational Rehabilitation Plan (IVRP)
2. Revised IVRP (if required)
III. INTERVENTION PHASE (IVRP IMPLEMENTATION)
1. Job Readiness Activities
2. Job Search Preparation
3. Job Development
4. Active Job Search
5. Follow-up, On-the-Job Evaluation Activity and Plan Closure
Refer also to Appendix 2 for a Flow Diagram that summarizes the major activities, sequence of
activities and important recommendation/decision points that will be involved in the delivery of
these services.
2.12 ASSESSMENT PHASE
2.12.1 Overview
The purpose of this phase is to collect and analyse information regarding the client’s
potential for a successful return to suitable gainful employment. For most clients, the
Contractor will be able to make recommendations regarding the client’s potential and
vocational goal based on a review of VAC file information, and other applicable primary
sources (e.g. family physician, medical reports and previous work experience). In some
cases, the client may need to participate in Vocational Evaluation to confirm realistic and
attainable occupational choices. Vocational Evaluation could include: Vocational
Assessment Activities and/or Specialized Assessments and/or a Labour Market Analysis,
and a summary report. An Individualized Vocational Rehabilitation Plan (IVRP) will be
developed for approval before any recommended interventions begin. All activities in the
Assessment and Planning Phases must be completed within 55 working days from initial
referral to submission of the IVRP; extensions may be granted by the VAC Case Manager
under exceptional circumstances. In such cases, the unique circumstances and rationale
for decision must be documented in writing by the Contractor.
2.12.2 Initial Vocational Assessment
The Contractor will complete an Initial Vocational Assessment for all clients. If pertinent
information can be obtained from a third party, for example; Insured Service Provider,
such as Workers Compensation Board, Long Term Disability, Canada Pension Plan-
Disability and SISIP/Manulife, wishing to partner, that information may be used to
complete this assessment. The information collected will demonstrate how the disability
is affecting the client’s vocational potential and if the client is an appropriate candidate
for services. Often the need for Specialized Assessments will be evident after the Initial
Vocational Assessment, but may be found to be necessary anywhere in the process.
The Initial Vocational Assessment will be developed by collecting and analysing
information from primary sources (in-person interview with client in their home or a
location negotiated with the VAC Case Manager, VAC file information in-person or
telephone interview with physician and employer, if applicable) and secondary sources
(DND archived records, reports of past professional interventions) to determine the
client’s potential for vocational rehabilitation or vocational assistance. The following
components of this assessment must be included:
• a brief summary of the clients medical /health condition and any health
related issues that will potentially impact on returning to work (i.e.
functional capacity)
• education/vocational profile (including licenses)
• transferable skills analysis
• financial situation as described by the client and observed by contractor
• client’s motivation to participate in a return to work plan
• strengths and barriers to return to work*
• recommendations including a clear statement regarding the client’s
vocational potential.
The contractor will synthesize and summarize all available information as provided by
VAC and determine if additional information is required. The Vocational Evaluation
Summary Report is included with the Initial Vocational Assessment, therefore, it will be
part of the firm rate for the Vocational Assessment.
(Please refer to Appendix 3 for expected content in this assessment).
*Note: The contractor is expected to inform the VAC Case Manager in any instances
where there is an apparent need for medical or psycho-social rehabilitation
interventions.
Expected Outcome:
The Contractor must provide recommendations in the Initial Vocational Assessment
report, and an accurate determination of the client’s vocational potential with one of the
following specific recommendations in writing:
1. the client has vocational potential and is likely to succeed
• Based on a list of 3 to 5 potential occupational choices
based on the Transferable Skills Analysis, recommend one
occupational choice, and
• clarify if the client can return to work without assistance.
2. the client has some vocational potential but will need assistance (be at risk
of failure)
• Based on a list of 3 to 5 potential occupational choices
based on the Transferable Skills Analysis, recommend one
occupational choice and,
• specify risk factors.
3. the client’s vocational potential is not clear; further exploration is required
• include recommendations, rationale and next steps when
Vocational Evaluation is needed to confirm client potential
and occupation goals (see below)
• the VAC Case Manager will approve in writing a
recommendation to proceed to Vocational Evaluation.
4. the client is not ready or able to proceed in vocational rehabilitation at this
time. (provide recommendations for next steps).*
*Note: For most clients this determination will be relatively straightforward. In more
complex cases, however, the Contractor will recommend (or the Area Counsellor may
request) that a separate “Employability Assessment” be completed to assist VAC in the
determination of whether or not a client meets the definition of “Totally and
Permanently Disabled” and will be unable to benefit from vocational rehabilitation.
Refer to Appendix 4 for a suggested content for this assessment. The Contractor must
obtain approval from the VAC Case Manager before proceeding with this Specialized
Assessment (see the section on Vocational Evaluation, below).
Output
An Initial Vocational Assessment Report, including correspondence and documents
obtained from external sources during the process.
Performance Standards
For the purposes of completion of an Initial Vocational Assessment:
• the Contractor will have initial contact with the client within two working
days of receipt of referral from VAC
• the Contractor will send the Initial Vocational Assessment Report to VAC
within 20 working days of referral
• VAC will review and approve/ and or modify if necessary
recommendations in writing by fax or secure electronic web portal
(either that of the contractor or VAC) within six working days of receipt of
the Initial Vocational Assessment Report
2.12.3 Vocational Evaluation
Vocational exploration and testing may be required when the client’s vocational potential
and goals can not be satisfactorily determined through the Initial Vocational Assessment.
Vocational Evaluation will assist the client in confirming realistic and attainable
occupational choices and will help the vocationally confused client explore realistic
options. Vocational Evaluation could include, depending on the client’s unique situation
(VAC written authorization required for each):
• Vocational Assessment Activities
and/or
• Specialized Assessments
and/or
• Labour Market Analysis.
The number of hours will be dependent on the types of evaluation activities as
recommended by the Contractor in the Initial Vocational Assessment and approved or
directed by the VAC Case Manager. The Vocational Evaluation meetings may include
the following activities:
• to prepare for any test or tools which will be utilized
• to provide administration and guidance during such activities
• as a follow-up counselling interview to interpret results and facilitate the
decision making process.
On completion of Vocational Evaluation the contractor will produce a Vocational
Evaluation Summary Report as specified below (2.12.4).
2.12.3.1 Vocational Assessment Activities
Vocational assessment activities may include:
• achievement testing
• vocational interest testing
• aptitude testing
• psycho-vocational/educational testing
• transferable skills analysis
• national occupational information/analysis
• intelligence testing
• real or simulated work samples
A Labour Market Analysis will usually be required to explore and confirm
potential occupational goals identified through Vocational Assessment.
2.12.3.2 Specialized Assessments
Specialized assessments will only be approved by the VAC Case Manager when
more specific information is needed to develop or revise the Individualized
Vocational Rehabilitation Plan, or to assist in determining whether the client is
totally and permanently disabled by the physical or mental health problem for
which Vocational Rehabilitation services are being considered. Specialized
assessments may include, but are not limited to:
• Psycho-educational assessment
• Neuropsychological assessments
• Functional capacity evaluation/ functional abilities evaluation
• Physical demands analysis
• Job site analysis
• Ergonomic assessment
• Employability Assessment (Refer to Appendix 4)
The task for each of the above assessments includes the cost of assessment as well
as, if applicable, all activities related to the Contractor’s managing/obtaining of
the specialized assessment.
2.12.3.3 Labour Market Analysis
The Labour Market Analysis (LMA) activity may be required to explore and
confirm occupational goals or to support plans for training, particularly when
these goals have been identified during Vocational Assessment. Approval must
be obtained from the VAC Case Manager before proceeding.
The Labour Market Analysis Report, when required, must be completed in
collaboration with the client. It will summarize the information gathered and will
normally include:
• exploration of at least two occupational goals
• education, training requirements which include any specific
training institutions (including a cost comparison of training
facilities)
• recommendation of a preferred training institution
• prerequisites or experience required
• wage ranges
• physical demands
• local hiring practices
• local and national demand
• industry impairment accommodation practices (if applicable)
• two sources of information (i.e., Service Canada, Worker’s
Compensation, Provincial Government)
• conclusions including one recommended occupational choice.
2.12.4 Vocational Evaluation Summary Report
The Contractor will complete for all clients having participated in Vocational Evaluation
either:
• A Vocational Evaluation Summary Report indicating: client’s vocational
potential, supported by significant results of assessments and analysis, one
recommended occupational choice along with occupational options
(including training and educational information), all identified risks and a
recommendation to proceed with an IVRP
OR
• A Vocational Evaluation Summary Report indicating: client lack of
vocational potential, supported by significant results from assessments and
analysis, and a recommendation not to proceed. (Include other options to
consider)
NOTE: It is not necessary to repeat the detailed and comprehensive analysis that is
contained in the reports prepared in relation to vocational assessment activities,
specialized assessments and labour market analysis.
Expected Outcome
The Contractor will either:
• recommend to proceed with an IVRP, identifying risks and, in consultation
with the client, identifying one realistic occupational choice, OR
• recommend not to proceed with an IVRP (and options for next steps).
Output
• Vocational Assessment report(s), which includes interpretation of results
• Specialized Assessment report(s), which includes interpretation of results
• Labour Market Analysis Report
• Vocational Evaluation Summary Report
• Correspondence and documentation obtained from external sources and/or
generated during the assessment process
Performance Standards
• All assessments and reports in this section must be received by VAC
within 20 working days of the date of referral by the VAC Case Manager,
for each required assessment, unless otherwise negotiated
• VAC will provide approval for next steps within 6 working days of receipt
of recommendations
2.13 PLANNING PHASE
The activities listed in this section are all related to the Development of an Individualized
Vocational Rehabilitation Plan (IVRP)
An IVRP must be developed in consultation with, and approved by, the VAC Case Manager for
each case prior to the implementation of any intervention. It must be understood by all parties
that the plan will be re-evaluated and adjusted as necessary.
The VAC Case Manager will provide, in writing, direction to proceed with an IVRP. If the
Contractor is requested to produce an IVRP it will be based on one chosen occupational goal.
The IVRP must:
• be based on recommendations from the Initial Vocational Assessment and the
Vocational Evaluation Summary Report
• be developed in collaboration with the client and VAC Case Manager (and
Insured Service Provider, if applicable) and must first be sent to the VAC Case
Manager for approval before obtaining signatures (can be sent via e-mail)
• be realistic and specific, including estimated costs (including those associated
with training and education) and clear time frames
• identify the total projected cost for each activity, with start dates and expected
duration which will be separated into each fiscal year (April to March), including
total plan cost
• not jeopardize the physical and mental health of the client
• have attainable short and long term goals
• provide specifics regarding training, education, tuition, books, supplies, etc.
• identify barriers/problems to be addressed
• identify strategies and services needed to reach the goals
• identify the responsibilities of the client, VAC Case Manager and the Contractor
• itemize Insured Service Provider participation, as appropriate
A revision to the IVRP could be a small change to a date or time frame, or consist of new
development of the entire plan due to unforseen client or situational changes. A Revised IVRP
must be submitted, for VAC approval, only when a significant change to the original plan is
recommended, such as a marked change in occupational direction and/or training or cost (this is
limited to a maximum 2 hours per report). VAC must be notified of all revisions, including
small changes either by telephone or email. Revisions required because of error or incomplete
work by the Contractor will not incur additional cost.
The content and focus of a Revised IVRP shall be the same as noted above.
Expected Outcome
• Interventions developed in the IVRP meet client goals and objectives and are
reasonable and cost effective
• Client (and physician, or other consultant, where applicable) agrees and is
committed to the IVRP.
• VAC approves, in writing, recommended interventions in the IVRP, and if any
further services are required.
Output
• Individualized Vocational Rehabilitation Plan (IVRP); suggested content for the
IVRP is outlined in Appendix 5
• A newly developed IVRP when necessary and approved
• Documentation and correspondence obtained from external sources and/or
generated during this stage
Performance Standards
• The IVRP must be submitted for VAC approval within 15 working days of VAC
approval of the Initial Vocational Assessment or, if required, within 15 working
days of VAC approval of the Vocational Evaluation Summary Report
• VAC will review and approve IVRP and revisions to IVRPs in writing within 6
working days of receipt of documentation
Note: All activities from time of referral to the Contractor, to the development and approval of
an IVRP must be completed within 55 working days unless otherwise negotiated in writing.
2.14 INTERVENTION PHASE
This phase involves the implementation of the IVRP, with necessary on-going readjustments, to
IVRP closure. For the purpose of this Statement of Requirements, the Intervention Phase is
categorized into five types of activities to be offered:
• Job Readiness Activities
• Job Search Preparation
• Job Development
• Active Job Search
• Follow-up, On-the-Job Evaluation Activity and Plan Closure Report.
The contractor agrees to participate fully in the implementation of the IVRP based on the five
types of activities noted and during all activities in this phase, the contractor agrees to provide
service coordination for:
• reinforcement of realistic vocational goals
• promotion of client responsibility in his/her IVRP
• monitoring progress and maintaining communication with the client
• identification of resources and other funding options available to the client
• coordination of services with Insured Service Providers when directed to do so by
VAC
• provision of support to the client such as encouragement and appropriate time
management tools when needed to help the client achieve their plan
• regular case reviews and Progress Reports, including decisions to continue the
client’s IVRP (see also section outlining reports)
• counselling activities such as career counselling or personal counselling if
required.
A total maximum of 53 hours per client may be billed for the following activities Job Readiness
Activities, Job Search Preparation, Job Development, Active Job Search, and Follow-up, On-the-
Job Evaluation Activity, and Plan Closure Report. A maximum of 1 hour per Progress Report
and 2 hours per Return to Work Follow Up Report completed in this phase may also be billed.
These limits may be exceeded, but only based on written pre-approval by VAC as outlined in the
IVRP. Note that all approved client activities will be paid as disbursements and should not be
included in the firm hourly or flat rate; disbursements may include client travel, in accordance
with the Rehabilitation Related Expenses policy (Appendix 17), and items such as tuition,
adaptive equipment and supplies, etc., which will be paid at actual cost incurred without mark
up. Costs related to Contractor travel will also be treated as disbursements and should not be
included in the firm hourly rate for each service.
Progress Report
The Progress Report is the primary report used in the Intervention Phase. It must be submitted
every 20 working days when activity justifies the update (as specified in the IVRP) and must also
follow the content outlined below.
Frequency: The time frame should be negotiated with VAC Case Manager, particularly
when the client is in full time attendance in training or in active job search since monthly
reports would not normally be required. For clients on training, reports are requested
within 20 working days after the end of each semester. The VAC Case Manager may also
request a Progress Report in specific circumstances (e.g. when the level of expenditure
has reached a certain limit; if the client is non-compliant and this may significantly
impact the IVRP; other circumstances that may jeopardize the IVRP; etc.).
Content: In addition to reporting all relevant activities within the period covered, the
report should provide a summary of contacts, client observations, emerging barriers,
evidence of capacity or incapacity for work, specific recommendations (and justifications
for significant changes), outcomes, prognosis for future outcomes and requested actions
to the VAC Case Manager. During the active job search, a list of specific employer
contacts must be included, or attached. All correspondence and documentation generated
and/or obtained, from external sources, during the report period must be attached to the
report. Refer to Appendix 6 for suggested content and format for the Progress Report.
2.14.1 Job Readiness Activities
These activities will assist the client in developing, or re-establishing, skills, attitudes,
personal characteristics, work behaviours, functional capacity and other factors that
impact on employability, including work place accommodation. This includes
coordination and counselling activities. The contractor agrees to participate and support
the client during the period when job readiness activities are being undertaken. The
activities provided or coordinated by the Contractor may include any of the following:
• On-the-job training
• Short-term upgrading
• Occupational skills training
• Recommendations of assistive devices
• Tutorial services
• Work trials - Unpaid work experience
• Work hardening
• Work adjustment
• Vocational and career counselling.
The items listed below will be considered for funding with a strong written rationale and
approval by VAC Case Manager*:
• Training costs (benefits could include: 100% of tuition and book fees for
an approved program to a maximum of $20,000, cost of books, $40/month
supply allowance)
• Dependant care at 50% of cost to a maximum of $750/month
• Internet fees to a maximum of $25/month
• Travel assistance at 15 cents/km up to a maximum of $500/month
• If essential to access training, up to $500/month for temporary
accommodations for the client or up to $1000/month for the client and
dependants
*NOTE: These are provided as examples only; VAC’s policy is attached at Appendix
17. It will be the Contractor’s responsibilities to ensure that payments are made in
accordance with VAC policy (refer to Appendix 17).
Expected Outcome
• To implement activities in IVRP and monitor clients progress and make
recommendations by means of the Progress Report (Appendix 6)
• Liaising with the VAC Case Manager to problem solve.
Output
• Monthly Progress Report until the client reaches Active Job Search (or as
negotiated with the VAC Case Manager)
• Progress Report must cover the content outlined in Appendix 6
• Documentation and correspondence obtained from external sources and/or
generated during this stage.
• Monthly Invoice (including original receipts related to individual clients)
and summary of expenses and disbursements related to client activities.
Performance Standards
• Progress Reports and Invoices must be received every 20 working days
unless otherwise negotiated
• Progress Report frequency may be otherwise negotiated during client
institutional training periods
• Immediate contact with VAC Case Manager (within 5 working days) when
issues detrimental to the success of the plan are evident. This allows for
VAC Case Manager intervention if required.
2.14.2 Job Search Preparation
Job search preparation is an important component of the Intervention Phase for vocational
rehabilitation and vocational assistance. There are a number of means to assist overall
job search capacity including establishing a job finding club. If a job finding club is
unavailable or incompatible with client needs, the Contractor will provide one-on-one job
search assistance. The contractor must support job search preparation throughout the
Intervention Phase, including for a period of 3 months post any training provided,
combined with the Job Search.
Job Search Agreement: (see Appendix 7) must be submitted to VAC before starting
each approved job search period and serves as a report to confirm that the client is ready
for the job search. The agreement must be signed by the client and the Contractor. In
consultation with the VAC Case Manager, the agreement will identify the duration of the
job search period and the number of required weekly employer contacts agreed to by the
client.
If Job Search Preparation counselling is required in lieu of job finding club, it should not
exceed 10 hours.
Expected Outcome
Upon Completion of Job Search Preparation the contractor must ensure the following
client outcomes:
• to understand the purpose of different résumé types and which best suits
their situation
• to identify key components required in a cover letter
• to develop interviewing skills and techniques (mock interviews, etc)
• to understand and access appropriate job opportunities through
conventional methods as well as learning how to access hidden job market
• to prepare contact lists
• to organize, record and maintain job search logs.
• to monitor the client’s progress and make recommendations if required.
Output
Job search preparation package will include:
• copy of client résumé
• cover letter
• Job Search Log Template
• a signed copy of the Job Search Agreement (Refer to Appendix 7).
Performance Standards
• Job preparation activities should be completed, whenever possible, to
coincide with the completion of job readiness activities
• Job search preparation package must be received 5 working days after
completion of individual job preparation counselling.
2.14.3 Job Development
When client needs are such that traditional job search methods are not successful, the
Contractor must be prepared to offer individualized job development services to the
client. The Job Development activity could follow an unsuccessful active job search
period or be in lieu of this activity if the client’s needs require such specialized attention.
Expected Outcome
When Job Development is required the following outcomes are expected:
• Contractor will ensure that job leads are generated on behalf of the client
• Contractor will develop and maintain a medium or large bank of potential
employment possibilities (with at least 10 different employers)
• Contractor will negotiate employment placement compatible with client
needs
The VAC Case Manager will monitor job development and decide, if necessary, when to
close the client file if success is not achieved for a maximum period of 3 months post
training.
Output
• Monthly Progress Report (including a list of employer contacts/results
made by the client and the contractor)
Performance Standards
• Progress Reports must be received every 20 working days unless otherwise
negotiated; Progress Report must be generated in 5 working days if the
client ceases to attend or be involved in the program.
2.14.4 Active Job Search
Once a client has demonstrated the capacity to work and has completed all job
preparation activity required, he/she is given an initial active job search period of a
maximum of three months post training and combined with Job Search preparation. The
contractor must support the client throughout this period with regular follow up and
provide tracking of activity and regular progress reports.
Expected Outcome
During the Active Job Search the following outcomes are expected:
• Contractor recommends to VAC Case Manager extensions of the job
search period in 3 month intervals.
• Contractor is in weekly contact with the client to determine any issues
needing to be addressed; if issues arise that negatively impact the hoped
for success of the IVRP, or intervention, the Contractor will contact the
VAC Case Manager within 5 working days.
• To monitor clients progress and make recommendations as required.
Output
• To monitor clients progress and make recommendations as required
• Monthly submission of Client Job Search logs while in Active Job Search
• Progress Report (Refer to Appendix 6) to include recommendations of
extension and strategy.
• Contractor submits a copy of client job search log on a monthly basis to
the VAC Case Manager.
Performance Standards
• Client Job Search logs must be received every 20 working days unless
otherwise negotiated
• Progress Reports must be received every 20 working days unless otherwise
negotiated.
2.14.5 Follow Up, On-the-Job Evaluation and Plan Closure
This activity will include determining client needs in returning to work. This activity will
also include monitoring clients who have returned to work and closing those client files
who have exhausted their job search period or who have regained the capacity to work
but have not secured employment.
Follow up: For those clients whose plan includes a graduated return to work (focussed
on increasing capacity), the three month work trial will not commence until client has
demonstrated the capacity to work on a regular basis in suitable gainful employment. The
Contractor will continue to monitor and counsel clients as required through this process.
For clients who have returned to suitable gainful employment, the Contractor may:
• provide monitoring of client performance once a month, then every two
weeks for two months (until the end of their 3 month work trial) unless
otherwise negotiated with the VAC Case Manager
• identify potential problems that may lead to a failed return to work and
recommend preventive strategies and/or corrective measures
Return to Work Follow-up Report: (see Appendix 9) must be submitted at the end of
the sixth week of the three month work trial period. The report must include details of the
job (type/earnings), an evaluation of performance by the supervisor (if appropriate) and
client, identification of problems/issues, and recommendations.
Closure Report: (see Appendix 10) must be submitted within 20 working days of
termination of vocational services. Content must include an overview of complete IVRP
activities and outcomes, evidence of client capacity or incapacity to return to suitable
gainful employment (SGE) and recommendations if SGE is not attainable as well as total
invoiced costs. All outstanding invoicing (except those out of the contractor's control)
must be submitted with the Closure Report.
Expected Outcome
• The VAC Case Manager will finalize the decision to cease benefits in
accordance with VAC Policy. This will include reviewing the Return to
Work Follow-Up Report and any documentation demonstrating regained
capacity, and after consulting with the client.
Output
• Progress Report, if client is on a graduated work return (Refer to Appendix
6)
• Return to Work Follow-Up Report (Refer to Appendix 9)
• Closure Report (Refer to Appendix 10)
• Documentation and correspondence generated and/or obtained during this
stage.
Performance Standards
• Progress Report must be submitted every 20 working days for clients in
graduated work return, unless otherwise negotiated, or earlier (5 working
days) if the client appears to have ended involvement
• Return to Work Follow-Up Report must be submitted at the end of the
sixth week of the three month work trial period
• Closure Report must be submitted within 20 working days of termination
of vocational services.
2.15 SYSTEM PREFACE
This Statement of Work describes a service contract and this section describes the minimum
system requirements. The Contractor must have systems that will support program management
including data transfer, financial management, records management, and reporting requirements.
In addition to tracking and monitoring functions, the contractor`s systems must have the capacity
to store key client, program and administrative data in order to provide VAC with that data in a
format which can be manipulated and managed through its life cycle (Excel or Lotus 123
Spreadsheet, XML, ASCII files). Reports that are text only must be submitted either using a
VAC form (electronic, or hard copy if electronic does not exist). This section provides the basic
functions required of the Contractor`s system. Veterans Affairs Canada reserves the right to
determine additions, changes or deletions to these functions as required during the Contract.
2.16 FUNCTIONS OF THE SYSTEM
2.16.1 Systems Security
The Security features in the Contractor system must be consistent with VAC security
policies. All client data stored in the system and transferred electronically or in hard copy
is Protected B level. (see Appendix 12). All transfer of client data between VAC and
the Contractor must be transferred in a secure manner (e.g. Courier Service, Canada Post
or secure network.
2.16.2 On-Line Tools - Web Site
The Contractor must have system tools which will enable clients to interact with the
contractor on-line. The Contractor should have a web portal which provides on-line
tools related to Vocational Rehabilitation and Job Finding Assistance. VAC clients
referred to the Contractor should be provided with password access to these web tools
which must be available in both English and French. Examples of this on-line
interaction could include learning tools such as seminars, resume writing, and links to
job search sites which are specific to locality.
2.16.3 Data Elements
The following table identifies the data elements that the Contractor’s systems must
capture, store, manage and protect. Subsequent sections describe the purpose for
capturing and storing this data.
Registration (Intake) Case Management Payment Process
Client File Number
Oracle ID
Client Name
Address & Telephone #
District Code
Eligibility status code
Start & End dates
VAC allocation code
Assessments
Progress notes & File comments
Activity & Report dates
Training & Job Search
Approved benefit/service description
Approved dollar amount
Provider data
Status of authorization
Authorized service start/ end dates
VAC approver ID
Payee
Service
Provider/Consultant
Benefit Description
Benefit Code
Invoice Amount
Paid Amount
Service Date
Date of Payment
Rejected payments
User ID
Pymt/Processing Data
Date Claim Received
Date Pre-Authorized
Total Projected Costs
Outstanding
Commitments
2.16.4 Registration (Intake) Process
This section describes the process that is anticipated to transfer specific client referrals to
the contractor to initiate the registration process. The process identifies eligible clients
and eligibility information. VAC is responsible to identify, extract and compile eligible
client data and forward to the contractor. The initial client referral to the contractor will
be by telephone contact from designated VAC personnel. This telephone referral will be
followed up with a hard copy client referral document which will be sent by Courier or
Regular Mail. VAC anticipates having the ability to transmit client data and eligibility
information through transfer of a data file using a standard file transfer protocol (FTP).
The Contractor will have the option to upload the referral data electronically, if desired,
preferably via a VAC Web Portal (BHSOL).. The registration process will occur upon
initial registration and upon changes in biographical data or eligibility status.
The contractor will be expected to acknowledge receipt of the client referral
documentation by providing the receipt date and also notify VAC of the date of initial
contact with client. This method of acknowledgement and notification should be an
electronic transfer of data using standard file transfer protocol (FTP) or via VAC’s Web
Portal (BHSOL). Initially acknowledgement of receipt of the referral and confirmation of
the date of initial contact with the client may be accomplished, at a minimum, by
telephone. The information required by VAC will be the Oracle ID, Name, Eligibility
Status, Referral Received Date and Initial Contact date.
2.16.5 Case Management Client Database
The contractor will be responsible for maintaining a client data store for registration,
vocational rehabilitation activities, all financial information, and reporting information.
Regular updates to the client record as client progresses through program will ensure that
current client reports are available as required.
VAC would prefer, but is not mandatory, to have online access to easily retrieve
information, data and reports. The database identifies participating clients, eligibility
information from applications, progress and files notes pertaining to an individuals
participation in the program. This function will support both the VAC case management
functions and the financial verification process for the contract. The Contractor’s system
must include functionality that will enable the tracking of a particular client file and it’s
related activities through various modules. The system must be capable of producing
tracking reports and bring forward notifications on various client files based on case
management techniques. The system must also be able to provide information to report
on performance standards as required within this SOR, including such elements as turn
around times, start and end dates, date reports are due and delivered, etc.
The Contractor system must capture and store authorization data which will be
communicated to the contractor in writing through approval of vocational rehabilitation
plans. Clients may have a maximum sum of money approved to cover the costs of
specific Vocational services over a specific period of time and the Contractor System
should have the capacity to record, calculate and retain this information. VAC requires
that the contractor have the capability to retrieve client authorization history for
subsequent review and update. Authorizations may be adjusted, suspended or terminated
upon instruction or approval of the VAC Case manager.
The database will be required for the duration of the contract and remains the property of
VAC to be returned at termination. Database and data must be kept from the start of
contract until wind-down and return to VAC.
2.16.6 Vocational Rehabilitation Payment Processing
This function provides for the processing and payment of claims related to pre-approved
Vocational services. While VAC Case Managers will retain a primary case management
role during the period of Vocational Rehabilitation and Assistance, the delivery and
payment for vocational services, including assessments and interventions will be provided
by the Contractor. The contractor must have the financial capacity to accurately record,
audit and pay “pass through”program costs that will be reimbursed by VAC.
The Contractor must have the capability to verify that the VAC authorization for services
and benefits has been received prior to issuing payments and the payment must be within
the dollar limits authorized by VAC. The Contractor may be required to hold a payment
(record and hold or BF for action) pending consultation with the VAC Case Manager.
Contractor’s systems must retain the payment data for inquiry and reporting. The
Contractor’s systems must be able to handle work in such a way to allow all functions to
be carried out easily from one area of the country to another and electronically accessible.
2.16.7 Inquiry Function
Authorized VAC personnel may contact the Contractor with a client inquiry and the
expectation is that the contractor would access their system and provide response, at no
additional cost to VAC. Therefore the Contractor’s system which stores the data
described in above functions must be available and maintained regularly. Inquiries from
authorized VAC personnel may also include ad hoc requests for reports on specific clients
or roll-up reports on specific data elements.
VAC clients frequently move, within a Province, within a region, between regions in
Canada, and to foreign countries, on a temporary or permanent basis. Clients must be
able to access the Vocational Rehabilitation Services at any authorized location. The
system must allow the Contractor access to a client record from anywhere in Canada.
2.16.8 History and Archiving Function
On a go-forward basis following implementation, the Contractor’s systems must provide
an on-line query access (for contractor staff) for a minimum of 3 years of all client
activity and payment history.
2.17 REPORTS FUNCTION
Provides client-program information to personnel/organizations in a format to meet their
requirements for management information, statistics, financial control, audit, workload and so
forth. Depending on the system capabilities of the contractors systems, VAC will provide a
secure online facility accessible via the public internet. This facility will allow the contractor to
complete and submit client specific reports through a secure medium, enabled on the
Government of Canada's e-Pass functionality. It requires standard web browser access and an
internet connection. During the report design and layout prior to implementation, the
communication mechanism (online facility or direct electronic transmission) can be determined.
Most reports will be scheduled; however, VAC may have specific report requirements on an ad-
hoc basis. VAC’s common report distribution format is based on the freely distributed PDF
format. VAC reserves the right to request reports in their raw form to allow for further analysis
within other VAC systems.
2.17.1 Client-Specific Reports
Each phase of Vocational Rehabilitation and Assistance Service describes report
deliverables. VAC reserves the right to approve report design and layout prior to
implementation. Reports must be available in the client’s official language of choice.
Client-specific reports must be transferred to VAC in a secure manner (as described
above in 2.15). The Report table below lists the required client reports. The content of
these reports and required attachments is outlined in the Functional Specifications in
Section II and in the Appendices.
Title Period/Frequency
Initial Vocational Assessment
(IVA)
submitted within 20 working days of referral
Vocational Assessment
Report(s)/Labour Market
Analysis
submitted within 20 working days of recommendation
receipt of the Initial Vocational Assessment unless
otherwise negotiated
Specialized Assessment
Reports
submitted within a period specified by VAC following
completion of the assessment
Vocational Evaluation
Summary Report (VESR)
submitted within 20 working days of referral or receipt
or approved to proceed
Individual Vocational
Rehabilitation Plan (IVRP)
a draft IVRP must be submitted within 20 working
days following VAC recommendations of the IVA or
the VESR.
Progress Report every 20 working days when activity justifies the
update. For clients on training, reports are requested
within 20 working days after the end of each semester.
Other Progress Reports As required in specific circumstances that may impact
or jeopardize the IVRP
Job Search Agreement submitted to VAC before starting each approved job
search period (maximum 3 month intervals).
Return to Work Follow-up
Report
at the end of the sixth week of the three month work
trial period
Closure Report within 20 working days of termination of vocational
services
2.17.2 Program Reports - Management Information
Management Information reports required by VAC must be provided in an electronic
transmission file (e,g, ASCII, XML or spreadsheet). The Contractor must be prepared to
deliver both process and information report data to VAC. A description of the current
VAC network, desk top configurations and data exchange criteria is provided in
Appendix 13.
All reports must be archived on tape as part of the generation process, in order to be
available for recreation should a need exist. VAC will have a requirement for Ad hoc
inquiries performed to extract data subsets to get output on a variety of subjects as
required.
The following descriptions of reports may facilitate the scope of reporting requirements
for the Contractor. Report requirements include, but are not limited to, the following:
Monthly Activity File:
The Contractor will provide a separate monthly activity file(s) for the Department’s
applications and financial information. These files will be electronically transmitted and
will contain client identification (Oracle ID) to which the data pertains.
Monthly Summary Report:
Electronic Spread-sheet detailing a summary of VAC’s activity files will be produced
and distributed by the contractor on a monthly basis to VAC. The report will include a
summary of dollars, under the Vocational Rehabilitation Services, by province including
a year to date accumulator based on fiscal years. As well the report will include a
summary of transactions based on the same criteria.
Data Extract:
The Contractor will provide to VAC, a file containing an extract of VAC client data for
the purposes of updating the VAC data warehouse. This extract file is to be delivered on
a regular basis (minimum once per month) to VAC using a two-way file transfer protocol
acceptable to VAC. Specifications will be determined following the award of the
contract for the Vocational Rehabilitation Services. The Contractor will make available,
as needed, data architecture and data dictionary information related to the storage of VAC
client data and will follow the applicable Government of Canada Information
Management regulations.
Financial Reports:
The Contractor will provide Financial Reports and Invoices as specified in Section VII of
the SoR, at no additional cost to VAC.
Program Performance Reports:
The Contractor will provide quarterly Program Performance Reports as specified in
Section IX of the SoR, at no additional cost to VAC. The reports will include, at a
minimum, the following data:
Quantitative:
• Total number of clients enrolled, delineated by program component
-Job Readiness Activities; Job Search Preparation; Job
Development; Active Job Search; and Follow-Up, On-the-Job
Evaluation and Plan Closure;
• Average duration in overall program and in each program
component;
• Aggregate and average cost per client for overall program and by
program component, broken down by region.
Qualitative:
• Rate of client satisfaction with Vocational Rehabilitation Program.
The Contractor is required to administer client satisfaction surveys
upon client completion or withdrawal from the program*. The
client satisfaction survey must capture the client’s perception of
his/her state of Job Readiness.
*Bidders are asked to submit a copy of their client satisfaction survey instrument. The
client satisfaction survey instrument must be approved by VAC and is subject to
modifications by VAC as necessary.
Aggregate Program Outcomes:
• Number and proportion of clients who return to work, in relation
total clients enrolled in program;
• Number and proportion of clients who achieve employment status
goal as set out in the IVRP, delineated by full time, part time, and
volunteer employment;
• Number and proportion of clients who successfully complete
education, training or skills development programs, in relation to
total enrollments in each of these categories;
• Number and proportion of clients whose monthly income upon
completion of the program is equivalent or greater than at the
beginning of the program.
SECTION III
UNIVERSAL REQUIREMENTS
3.1 UNIVERSAL REQUIREMENTS
This section will describe universal requirements that are standard and applicable through-out the
Contract.
3.2 DEPARTMENTAL DESCRIPTION AND STRUCTURES
VAC’s structure consists of a Head Office, 4 regional, and over thirty District offices and Service
Centres that are located across the country. There are regional offices in Dartmouth, Nova-
Scotia; Montréal, Québec; Kirkland Lake, Ontario; and Winnipeg, Manitoba and the
Departmental Hospital, Ste. Anne’s in Québec. The District offices are located in every
province of the country (a detailed listing of VAC’s offices is contained in Appendix 1). The
Western Region is also responsible for service our clients in the three Territories, the Yukon,
Northwest Territories, and Nunavut.
* The Western Region is comprised of 2 key service centres, one located in Winnipeg and the
other in Vancouver.
The Department's Head Office is located in Charlottetown, PEI. There is also a component of
our Head Office in Ottawa with a unit, Foreign Countries Operations, that handles all out-ofcountry
Veteran interfaces with the Department.
It is important to note that VAC is committed to the success of the development and
implementation of this new Vocational Rehabilitation Service. Contractors must however, be
aware, that VAC will provide a minimum number of it’s own human resources to support this
initiative. The Contractor must consider this in their proposal and identify requirements around
resources that is expected during the development and implementation of the contract.
3.3 CONTRACTUAL ROLES AND RESPONSIBILITIES
3.3.1 The Contractor
The Contractor under the direction of VAC, as the Project Authority, will administer the
Vocational Rehabilitation Service stated herein for the Department.
The Contractor must ensure that its roles and responsibilities (including work processes)
are clearly defined within the organization between the Project Authority and any regional
or sub contract units established/maintained to support the Contract, and among various
parts of the Contractor’s organization that interact with the Department. This will ensure
that service provided to the Department meets the same high standards of quality across
the country.
The Contractor will ensure that its operations and systems are available and fully-
functional 98 per cent of the time during standard operating hours as defined in section
3.5 of this SOR.
The Contractor must keep current with “Industry Standards for Vocational Rehabilitation
and Assistance Programs” where those standards exist. While compliance with industry
standards is an important and a useful concept, it is imperative for the Contractor to focus
first on the specific requirements as stated in this Statement of Requirements.
The Contractor is encouraged to present new concepts and to keep current with the most
recent changes in the approach to Vocational Rehabilitation and Assistance and to make
these ideas known to VAC and its partners through the contracted period.
As per the terms of the Request for Proposal and resulting contract, the Contractor must
notify PWGSC and VAC of any changes to the contract, including but not limited to any
and all sub-contracting or outsourcing changes of any component of this program. All
sub-contracting or outsourcing companies involved with this Program must conform to
the Canadian Content and Security provisions of this requirement (except where
exempted by VAC for individual clients residing outside of Canada) along with the
general and standard terms and conditions that form part of the Request for Proposal and
resulting contract. Any consent to a subcontract shall not relieve the Contractor from its
obligations under the Contract or be construed as authorizing any liability on the part of
Canada or the Minister to a subcontractor. Reference General Conditions 9676.
Instruction for written approval to deviate from the above applies to all Sections within
this Statement of Requirements.
3.4 LOCATION OF WORK
All work under this contract must be performed in Canada except for those specified
requirements where the contractor is required to support releasing members of the CF
who are residing outside of Canada (refer to Section 2.9 “Foreign Countries” and chart
“Anticipated Distribution of Clients” in Appendix 11).
3.5 HOURS OF OPERATION
The standard hours of operation for contractor offices for the purposes of receiving
inquiries from VAC staff and clients, must be from 08:00 to 16:30 local time, nationally
in each time zone, Monday thru Friday, excluding statutory holidays. The contractor
must, however demonstrate a willingness to schedule or arrange individual counselling
sessions and meetings with clients outside core hours based on the client’s needs. In
addition, from time to time, the Department may require overtime and extra hours of
work to meet operational requirements. The Contractor is expected to demonstrate a
willingness to provide additional services on an “as and when” basis, subject to the
agreed fees as outlined in the Basis of Payment, as required by the Department.
3.6 ORGANIZATIONAL SUPPORT
3.6.1 Regional Presence
The Contractor must provide services nationally and provide support to VAC and its’
service organizations and have the ability to answer questions for VAC staff on a national
basis. The contractor is encouraged to establish and maintain an office in each province.
Additional points will be awarded to the Contractor who has offices in key locations (i.e.
Halifax, Edmonton, Victoria, Québec, Ottawa, Petawawa, where there is a high
concentration of active military personnel).
3.6.2 Central Contract Administration
The Contractor must maintain a central office with the responsibility to oversee the
national Contract and ensure that the responsibilities that have been identified in their
mandate have been met within Canada.
The central administration of the Vocational Rehabilitation Contract must include a
position which will be identified as the Contract manager, residing in Canada, who will
act as the liaison between the Contractor and Veterans Affairs Canada and PWGSC.
In the event of an expected change in the status or ownership of the contractor's company,
the contractor must notify PWGSC and VAC, in writing, which will initiate a mandatory
review of the requested change to the contract. This review will be required regardless
of whether there is a change of custody or control of data being held and/or processed by
the company under contract or arrangement with no additional charges to VAC.
PWGSC, as the contracting authority, must be provided written notification of any and all
requested changes to the contract, prior to any implementation. Upon review, and in
consultation with VAC, written notification of approval or denial will be provided solely
by PWGSC. Some examples may be, but are not limited to: issues around ownership or
status of an organization; changes in the relationships of subcontractors, regardless of
their role; changes that may affect "risk" to Canada; etc.
3.7 TRAVEL
The contractor will be required to pay and account for 3 categories of travel under this contract
while meeting VAC’s requirement described in this section and Section VII and Appendix 17 of
this SOR. The Contractor will be paid authorized travel and living expenses for employees
reasonably and properly incurred in the performance of the work as listed below, at cost, without
any allowance for overhead or profit, in accordance with the meal, private vehicle and incidental
allowances specified in Appendices B, C and D of the Treasury Board Travel Directive
(http://www.tbs-sct.gc.ca/hr-rh/gtla-vgcl/), and with the other provisions of the directive referring
to travelers , rather than those referring to employees. All travel must be pre-approved by VAC
and in accordance with the referenced VAC and Treasury Board policies.
Contract Management Travel
This category is for travel and related expenses specific to contract management over the full
term of the contract, including implementation, training, ongoing operations and wind down.
All travel must be pre-approved by VAC and in accordance with the referenced VAC and
Treasury Board policies. For the purpose of financial evaluation of the Bids, these costs have
been estimated by VAC and are included the pricing for each of the sections in the Basis of
Payment.
The same cost will be applied to each bid, therefore, the bidder does not need to submit this
information.
Service Provider Travel
This category is for travel and related expenses specific to the delivery of the core client services.
These costs must be invoiced as part of the Vocational Rehab Client service delivery process.
All travel must be pre-approved by VAC and in accordance with the referenced VAC and
Treasury Board policies. For the purpose of financial evaluation of bids VAC has provided
estimates of the annual cost of this travel in the Basis of Payment. Travel and wait time will be
paid at the rate specified in the Basis of Payment.
The same cost will be applied to each bid, therefore, the bidder does not need to submit this
information.
Client Reimbursed Travel
Client reimbursed travel will be of two types, Vocational Rehabilitation and Assistance
Travel and Vocational Training Travel. Through the Client Disbursement Processing Unit, the
contractor will be expected to reimburse the clients in accordance with the referenced VAC and
Treasury Board policies and invoice and report on the individual costs of this travel at the client
level. For the purpose of financial evaluation of bids VAC has provided estimates of the annual
cost of this travel in the Basis of Payment.
The same cost will be applied to each bid, therefore, the bidder does not need to submit this
information
Vocational Rehabilitation and Assistance Travel
VAC will pay for reasonable expenses arising out of a client’s participation in a Vocational
Rehabilitation or Assistance Case plan.
Vocational Training Travel
VAC will pay for reasonable expenses as specified in Appendix 17 arising out of a client’s
training program.
3.8 SECURITY, INFORMATION MANAGEMENT AND ACCESS TO
INFORMATION AND PRIVACY
3.8.1 Security
Security has to meet Canadian and International Industrial Security Directorate (CIISD)
Protected “B” level standards for network security and for the storage, handling, transfer
and destruction of any information, paper or electronic. All information provided by
VAC concerning clients’ accounts is protected to the Protected “B” level.
The Contractor must assure VAC that the security standards are met at all times when
handling Protected “B” material. This includes assurance that any sub-contractors, meet
the required security clearance for the handling of VAC information (except where
exempted by VAC, on individual cases where services are being provided outside of
Canada). Staff security clearances are to be kept on file for each employee and subcontractor.
As well, staff security clearances must be in place before an employee or subcontractor
starts to work on a VAC file.
The Contractor must guarantee the confidentiality and security of all data relating to VAC
and its clients with the Contractor's system, as provided by federal legislation of protected
information. All employees handling protected information must be cleared to enhanced
reliability levels as required by PWGSC.
The contractor will be required to provide proof, in writing, that all employees and subcontractors,
if applicable, do meet the enhanced security level. This proof will be
required on the implementation date, and periodically, on request throughout the life of
the contract.
3.8.2 Information Management
The Contractor must ensure that VAC information be managed effectively and efficiently
throughout its life cycle. They must manage the information in a privacy protective
manner that will support informed policy and decision-making and the delivery of
programs, services and information through a variety of channels and in both official
languages.
The contractor must ensure that VAC maintains control over all client and program
information and that the VAC may request the information and/or records at any time
from the contractor at no cost to the Department. This includes any records that are
transferred to the contractor by VAC, or collected, created, obtained or maintained by the
contractor in fulfilment of the responsibilities stated elsewhere in the contract.
Should the Contract expire, fail to be renewed or be cancelled, all client, financial and
historical information must be returned to the Department in a specified, mutually agreed
electronic format. All data must be returned within 30 days of the termination of the
contract regardless of reason.
The Contractor must ensure that all VAC personal information within the meaning of the
Privacy Act that is collected, used, processed, handled, stored or recorded by the
Contractor remains under the control of VAC at all time (except where exempted by
VAC, on individual cases where services are being provided outside of Canada) .
The Contractor must agree to work with VAC during the implementation stage of the
contract in order to fulfill the requirements of the SOR in relation to information life
cycle, records management, storage of information, and management of e-records.
Records Management
The Contractor must ensure that any and all records created in any form as the result of
this SOR, regardless of the medium and the physical characteristics, remain the property
of VAC, as applicable and may not be used or disposed of without prior written
permission from VAC. The contractor must further ensure it will only collect the
information that is directly required for the purpose of this SOR and that this information
will not be used for any other purpose.
The contractor must store all records in a manner consistent with standards for
temperature, humidity etc. as established by Library and Archives Canada; information
and supporting documentation can be found at the following website:
http://www.collectionscanada.ca/index-e.html
The contractor must make provision for the storage of up to seven years of financial
records in a secure environment. The minimum retention period for Government of
Canada financial records is seven (7) fiscal years (i.e. current fiscal year plus previous 6)
as laid out in the Multi-Institutional Disposition Authority (99-004), Library and Archives
Canada.
Veterans Affairs Canada will set retention periods for all types of information in any form
collected, created or held by the contractor for both client and program information.
When retention periods have expired the Contractor will seek written permission from
VAC to dispose of the records and, if granted, will dispose of the information in
accordance with industry standards.
Storage of Information
Given the fact that the successful Contractor shall be responsible for the collection of
information containing sensitive personal information of clients, it is imperative that the
successful Contractor take all steps to ensure that the client’s privacy is protected in
accordance with the laws of Canada. Such protection can only be satisfactorily achieved
if all databases are located in Canada and claims processing is conducted in jurisdictions
where compliance with Canadian privacy laws can be assured.
The Contractor must manage information and data to meet Canada’s operational and legal
requirements and must ensure that:
a) All aspects of data processing must be conducted and only accessible in
Canada;
b) Database(s) must be located and only accessible in Canada;
c) Database(s) must be physically independent from all other databases,
directly or indirectly, which are located outside of Canada;
d) All data centers, call centers, centers of operations and records and
information storage (electronic and hard copy data and information ) as
well as any backup locations must be located in Canada; and
e) The remote access to data and data systems must be restricted to
individuals or entities pre-approved in writing by VAC
Management of e-records
The Contractor must confirm they will use an electronic records system that can be used
for records received, created, used or held by the Contractor to manage their information.
The contractor must ensure to use a certified electronic document/records management
system which will protect essential records and preserve information. The contractor
must state the system which will manage these records and the certification and standards
it meets.
Metadata
The contractor shall include records management *metadata about each electronic record
it collects, or creates or holds regardless of format. The metadata format will be provided
by VAC on award of the contract.
* Metadata is data describing data. It is data associated with either an information
system or an information object for purposes of description, administration, legal
requirements, technical functionality, use and usage, and preservation. In record
keeping this means data that must be captured along with records to enable these records
to be understood and to support their management and use, by enabling intellectual
control and structured access.
3.8.3 Access to Information and Privacy
The contractor agrees and understands that information under the control of VAC as
defined in section 3.8.2 (whether held by the Contractor or VAC) is subject to the terms
and conditions of the Access to Information Act and the Privacy Act.
Privacy Impact Assessment
Veterans Affairs Canada is required to develop a comprehensive Privacy Impact
Assessment (PIA) as part of the start up effort for this program. Upon awarding of a
contract, updates may be required to the PIA. Therefore, if requested by VAC, the
Contractor must provide information required for the updates to the PIA to reflect the
contract. This may include, but is not limited to:
• business process descriptions
• business process diagrams
• data flow diagrams
• data flow tables
• segregation and security documentation
• systems diagrams/specification
• and an overview of the organizations’ structure.
Costs associated with providing information to VAC in support of the Privacy Impact
Assessment are to be born by the contractor.
Collection of Personal Information
Personal Information collected about clients by the Contractor for the provision of the
services covered by the contract must be:
1. authorized in legislation and confirmed that it has been so authorized, by
VAC;
2. transferred from VAC or DND (and therefore pre-authorized);
3. whenever possible, collected directly from the client with the client’s
express consent, and
4. if collected from a third party, be collected with the client’s consent.
The Contractor must agree to work with VAC during the implementation stage of the
contract in order to determine the personal information elements that will be collected in
order to fulfill the requirements of the contract, and to develop the notification statement
that will be used when collecting personal information from clients.
Note: VAC must review and approve consent forms that the contractor proposes to use in
support of the collection of information on an individual client basis during the
development and implementation.
Use of Information
Information under the control of VAC (whether held by the Contractor or VAC) must
only be used for the purposes of fulfilling the requirements of the contract. Any secondary
use of such information must be approved by VAC.
Disclosure of Information
Information under the control of VAC (whether held by the Contractor or VAC) must not
be disclosed to a third party, except in accordance with the contract, without the written
permission of VAC.
Notification of Breach
The Contractor must notify VAC immediately when it anticipates, or becomes aware of,
an occurrence of breach of privacy or of the security requirements of the contract.
3.9 LANGUAGE
The Federal Government has an obligation to provide service in either of Canada’s two official
languages, English and French. The Contractor must support this obligation by ensuring that
they are able to provide client service fluently in the client’s language of choice, and
administrative services for VAC in a fluently bilingual capacity.
The contractor will be required to provide proof, in writing, that their staff are able to provide
client service and administrative services in a fluently bilingual capacity. This proof will be
required on the implementation date, and periodically, on request throughout the life of the
contract. The Contractor is responsible for ensuring that their staff have the ability to provide
services fluently in the client’s official language of choice.
From time to time, there will be a requirement for the Contractor to make strategic presentations
to senior management of VAC. As such, there should be someone at the management level in
the Contractor’s organization who is fluently bilingual.
All training delivered to VAC staff and affiliated organizations must be prepared and delivered
fluently in the language of choice of the participants.
The following items must be provided in both official languages:
• all printed material - including forms, letters, reports, training material and user
documentation.
• on-line facilities - if applicable, viewable to users, as well as any background text,
must be bilingual including but not limited to: system accesses; desktop software;
computer screens; system generated letters; and on line documentation and
messaging.
• telephone access - including, if applicable, the toll free telephone lines for VAC
staff and clients must have a bilingual capacity that reflects Canadian
demographics.
• training - all training must be available in both official languages targeted to the
receiving audience’s language of choice and delivered where applicable by
fluently bilingual trainers.
3.10 DEPARTMENTAL ACCESS TO RECORDS FOR THE PURPOSES OF AUDIT
Veterans Affairs Canada, or a designated auditor, has the right to access all records pertaining to
the services provided to clients of the Department by the Contractor, including: client
information, input documents, and the Contractor's financial records. The Contractor is required
to keep copies of all source documents for the current year and the previous six years for external
audit by the Department, the Department's representative, Public Works and Government
Services Canada or the Office of the Auditor General. Disposition of these records at the end of
this period will be in accordance with VAC direction. The final reports for these audits will be
available to the public in hard copy and published on the VAC Website.
The Contractor will be required to maintain a library for aged records, as well as to provide
secure storage for all source documents.
SECTION IV
PROJECT DEVELOPMENT REQUIREMENTS
4.1 INTRODUCTION
This component of the document has been developed to define the scope of both the Contractual
and non-system requirements. Details concerning the time frames, project development life
cycle, organizational and technical support requirements have been included.
4.2 TIME FRAME
4.2.1 Start up
The Contractor must develop and present a project plan that will enable the development,
testing and successful implementation of all aspects of the Vocational Rehabilitation
Services into the Contractor’s infrastructure and operational environment by the date of
implementation. The Project Authority believes that three months of development,
testing and implementation is required. As such, implementation of the Vocational
Rehabilitation Services will take place three months after the initial date of award of the
contract. This date will be known as the Implementation date.
The plan must demonstrate, from the date of contract award, exactly what work and
resources from the Contractor and VAC will be required during the following three
months to ensure the transition happens successfully. This time frame will be referred to
as the “Transition Period”.
4.2.2 Wind Down
The Contractor must state clearly the activities that will be undertaken, and the costs
associated with, during the “wind down” time frame of the contract. Wind down is
defined as the 3 month period of time when the contract is set to expire in the event it is
not being renewed or has been re-awarded.
VAC requires that all levels of services stated in the SOR will be maintained to standard
during the wind down period. The Contractor must confirm a willingness to work with
VAC, and in the event that there is a new company, the contractor agrees to work with the
successor to transition client’s data files, and information on holdings.
The Contractor is required to provide details on how left over claims will be handled,
what activities will be undertaken to support individual clients during the transition
between the incumbent, and incoming new company, and how provider and case
management concerns will be addressed. The Contractor must outline how issues and
operational concerns will be addressed during this period.
Wind down provisions will be required in the Bid Response. Refer to the Evaluation
Criteria for more information.
4.2.1.1 Basis of Canada’s Ownership of Intellectual Property
Veterans Affairs Canada has determined that any intellectual property arising from the
performance of the work under this contract will vest in Canada, on the following
grounds:
Canada has opted to own the intellectual property rights in any material subject to
copyright that is created or developed as part of the work, with the exception of computer
software or any documentation pertaining to such software.
All Government Properties including remaining stock of all materials and products
developed for VAC under this contract shall be returned at the time of completion of the
Contract.
4.3 PROJECT/DEVELOPMENT LIFE CYCLE
The Contractor must be able to provide adequate project control using a recognized development
methodology to enable the development and implementation of the system(s), both automated
and non-automated, for the processing of program activities. Testing and acceptance of the
system will be an ongoing issue during development as well as final acceptance for the complete
package.
The Contractor must include provision to allow for VAC sign-off on the acceptance of the
implementation plan pre and post implementation evaluation.
4.4 PROJECT STATUS VERIFICATION
The Contractor must provide to VAC, as the Project Authority, at weekly intervals during the
development phase, and on request, a status report that can be measured against an approved
work and implementation plan that has been established using a recognized development
methodology. VAC reserves the right to verify progress at any stage during the project life cycle.
4.5 DEVELOPMENT OF INFORMATIONAL MATERIAL
4.5.1 General
The Contractor must propose a communications strategy for informing and instructing
clients who are eligible to participate in the program, as well as VAC staff about the
Vocational Rehabilitation Services being offered through the contract. The Contractor
will be responsible for the preparation, printing, translation and distribution of this
material to VAC staff and eligible clients.
Contract start up will require the development of approximately 2,200 communications
documents (1200 clients, 900 VAC Staff, 100 DND Staff). The remaining years will
require approximately 2,200 communication documents for new clients.
All internal and external communications materials related to the preparation, printing,
electronic transfer, translation and distribution of any materials used in support of
Vocational Rehabilitation, including communications strategies, print materials, Web-
based, and A/V materials, will conform to the Communications Policy of the Government
of Canada @:
http://www.tbs-sct.gc.ca/pubs_pol/sipubs/comm/comm_e.asp &
http://www.tbs-sct.gc.ca/pubs_pol/sipubs/tb_fip/fip-pcim_e.asp
The Vocational Rehabilitation provider will sustain a working relationship with VAC
Communications Division on all communications deliverables, with both design and
content to be approved by the DG, Communications, Veterans Affairs Canada.
VAC is mandated by government to use the most economical means of delivering
benefits and services to clients whenever possible. This is particularly important when
mailing large quantities of information, and thus for mass mailings that are billable to
VAC, invoice rates should be based on the most cost-effective fees or schedules. The
Contractor must provide invoices to justify mailing costs. Where time frames prohibit the
use of bulk mail, the costs must be agreed to by VAC in advance of costs being incurred.
VAC will be responsible to ensure all publications are in compliance with the Federal
Identity Program and to approve text in both languages when the contractor is asked to
perform this work.
4.5.2 Client Promotional material
The Contractor will be required to deliver individual promotional material for clients both
on initial start up of the contract and from time to time if there have been changes to the
program. In addition, VAC offices will require an initial and re-stockable supply of
promotional material that can be used to facilitate discussions with clients who may be
entering the program. This may include but not limited to, pamphlets, booklets or any
presentation material that may be used to educate clients and staff. Initial volume of client
material will be based on estimated new clients entering the program each year. VAC
requests that all materials be internet ready and available to VAC on request. Contractor
should refer to the table contained at Appendix 11 for estimates. The Contractor must
indicate set rates per item based on the volume of product being developed in relation to a
particular event. The Contractor is asked to provide pricing for initial start up amount
and separate pricing for re-stocking based on an order of 100 per each bundle. The rate
will cover the costs for printing, publishing and , if applicable, distribution and mailing
of promotional materials. Administrative fees for preparing and developing the
promotional material should be included in the fee structure as defined in the Basis of
Payment. Postage and handling costs would be paid by VAC based on actual costs
supported by invoices. In addition, from time to time, there may be a requirement to
develop and distribute additional Vocational Rehabilitation Services information in
support of policy or legislative changes.
4.5.3 VAC-DND Promotional Material
It is anticipated that initial promotional material for VAC offices would be based on 100
per site (42 locations) with extra quantity of 300 for Head Office. The Contractor is
asked to provide pricing for initial start up amount and separate pricing for re-stocking
based on an order of 100 per each bundle. The rate will cover the costs for printing,
publishing and , if applicable, distribution and mailing of promotional materials.
Administrative fees for preparing and developing the promotional material should be
included in the fee structure as defined in the Basis of Payment. Postage and handling
costs would be paid by VAC based on actual costs supported by invoices.
In addition, from time to time, there may be a requirement to develop and distribute
additional Vocational Rehabilitation Services information in support of policy or
legislative changes.
4.6 TRAINING
There will be a requirement for the Contractor to deliver information, orientation and training
sessions during the development phase of the contract. The training/orientation sessions are
expected to provide information to key VAC staff about the program, how it will be
administered, what linkages and business arrangements will exist between VAC and the
contractor to support the flow of information. In addition, if there are technical accesses to
systems or web portal, it is expected that the contractor would provide this type of orientation
during the sessions.
The Contractor will deliver one-day information/orientation sessions to VAC and DND staff at
high-volume locations on program delivery and interaction with the Contractor. A total of 12 of
these sessions is foreseen. Sessions are anticipated to take place in 6 VAC locations, the head
office and in each of the regional locations, including Ste Anne’s hospital. The Contractor could
anticipate between 10 - 20 personnel to attend each session. The Contractor is asked to quote a
price per session (excluding travel) should VAC need to purchase additional numbers or require
refresher training.
4.6.1 VAC Head Office Program Management
In addition to the above noted training /orientation sessions during the development phase
the Contractor is expected to work closely with the VAC Head Office staff who will
oversee program delivery and contract administration to ensure that knowledge transfer
occurs during the implementation.
SECTION V
ON-GOING OPERATIONAL REQUIREMENTS
5.1 INTRODUCTION
In order to fulfill VAC’s vision for its Vocational Rehabilitation Services, and to meet the
objective for this contract, it will be important that the contractor work closely with VAC to
ensure that business processes in both organizations are aligned. It is expected that there will be
sufficient linkage that results in consistent, efficient, timely and transparent communication and
transmission of information (person to person, electronic and hard copy) as well as referral of
clients. It is also intended that the relationship supports the development and maintenance of
positive working relations. During the start up period for this contract, VAC will consult with
the Contractor to determine the most efficient modalities for establishing these linked business
processes.
VAC has two primary requirements for this contract:
• Delivery of Vocational Rehabilitation and Assistance services as specified in the
SoR
• National Management of the Vocational Rehabilitation Program in partnership
with VAC as specified in the SoR
To ensure these requirements are met, all costs that are not otherwise specified in this contract
but are required to maintain the contract are considered ongoing operating and must be included
in the price specified in the basis of payment under the section “ongoing operational
requirements”. The following are examples of the types of services that must be included in the
ongoing operations over the term of this contract.
5 .1.1 Contract Manager
The central administration of the Vocational Rehabilitation Contract must include a
position which will be identified as the Contract manager, residing in Canada, who will
act as the liaison between the Contractor and Veterans Affairs Canada and PWGSC.
This individual will serve as a single point of contact as Manager to oversee all aspects
of the activities listed in the SOR and who will work with the Department and execute its
responsibilities to deliver a national Vocational Rehabilitation Program.
5.1.2 Central Contract Administration Office
The Contractor must maintain a central office with the responsibility to oversee the
national Contract and ensure all requirements and service standards specified in this SoR
are met. This office will be VAC ‘s primary point of contact for administration of this
contract and will provide an Operational Inquiry Line for VAC staff during National Core
Service hours. In addition this will ensure compliance with VAC’s specified
Performance Measures and Management Reporting Standards.
5.1.3 Systems and Report Maintenance
VAC requires that the cost of systems and database maintenance including ongoing
management and program report production and distribution be included the cost of the
initial systems and reports development. Unless otherwise initiated and authorized by
VAC, no additional charges for these elements will be made over the term of the contract.
5.1.4 Client Disbursement Processing Unit
The Contractor is required to pay all plan related costs incurred by the client for
assessments, academic upgrading, training and related travel expenses. These “pass
through” program expenses are identified in the client’s rehabilitation plan and pre-
approved by the VAC Case Manager and include but not limited to:
Disbursement for clients may include the following expenses:
• training/tuition on semester basis
• transportation for client (parking, bus passes, mileage)
• books/software for training
• $40/month supply allowance
• internet fees to a maximum of $25/month
• physician reports
• specialized assessments
• licensing, certification costs
• cost of examination
• cost of assistive devices
• work hardening programs
• postage, faxing and long distance calls for activities on behalf of the client
• dependant care expenses at 50% of cost to a maximum of $250/month.
Note: These rates are subject to change as required by VAC
The Contractor must establish a Unit to process and handle requests for reimbursement
from clients or other providers following the payment rules, policies and guidelines
stipulated by VAC on a national basis. Items submitted by clients for reimbursement
must be verified for eligibility to the Vocational Rehab program, pre-authorization of
individual benefits and services by the VAC case manager, and verification against
VAC`s policy, payment rules and limitations as stipulated in Appendix 17. These steps
must be completed prior to the issuance of a payment.
Client reimbursement cheques must be processed and paid within 5 working days of
receiving the complete information on the claim (i.e. within the time frame so long as all
the eligibility and payment criteria have been satisfied). However, clients will be
encouraged to submit claims on a monthly basis and it is expected that the Contractor will
issue one cheque with an itemized explanation of benefits (cheque summary) for all items
submitted for reimbursement.
The contractor must be prepared to receive and respond to correspondence and inquiries
from individual clients concerning payments in the client’s language of choice. It is
anticipated that the Contractor will establish a unit which handles these types of request
ensuring that VAC client information is maintained separately respecting the rules around
privacy and safeguard of client information.
It is estimated that there will be approximately 425,000 claims for travel and
rehabilitation related items expenses over the life of the contract. If VAC should exercise
it’s electable option, the number will increase to an estimated 1,355M over the life of the
contract. For the purpose of invoicing VAC for these costs, the Contractor must ensure
that the client unique identifier appears on each claim and the detail of payments are
captured individually in an electronic record which will be submitted with the invoice for
repayment from VAC. More details on the invoicing requirements are specified in
section 7.4.3, Direct Program Costs.
The following table contains the estimated number of items that will be submitted for
reimbursement and the resultant number of client cheques that will be produced and
mailed. For the purpose of pricing this service, bidders are asked to provide the all-
inclusive costs (including but not limited to staff, unit infrastructure, data entry, cheque
production and mailing) of processing the volume of claims listed. The annual estimated
volumes related to these claims are specified in the Basis of Payment.
BASE CONTRACT
Estimated Volumes Year 1 Year 2 Year 3 Year 4 Year 5
Items Submitted for
Reimbursement
85,650 171,525 117,675 63,900 62,175
Client Cheques Produced 14,275 28,584 19,612 10,650 10,362
Note: This number is not inclusive of any claims which may be incurred while the
contractor fulfills the mandate to assess and ready an individual for retraining and
rehabilitation.
ELECTABLE OPTION
Estimated Volumes Year 1 Year 2 Year 3 Year 4 Year 5
Items Submitted for
Reimbursement
93750 187500 187500 187500 187500
Client Cheques Produced 15625 31250 31250 31250 31250
5.1.5 Change Management
The nature of the services to be provided will require that the contract contains a change
management process for dealing with changes in volume, requirements, standards, and
legislation which may or may not result in changes of price. Once a request for change
has been received, the Contractor will carry out preliminary analysis. This preliminary
analysis will serve the purpose of providing a high level estimate of the costs and effort
necessary to complete the changes for any of the systems or operational processes. The
estimated cost and effort will be returned to the VAC Project Authority and tabled for
discussions and priority setting during a Change Management meeting. The risks for
some changes would transferred to the Contractor (i.e. if there are errors or problems with
processes, reports or systems) while the risk for others, such as changes in the eligibility
of the Releasing Members for Vocational Rehabilitation and Assistance services would
remain with the Project Authority. The Contractor is required to outline a process to
support change management over the life of the contract as part of the Implementation
Plan .
5.1.6 As and When charges:
This component allows VAC to estimate and pay for unforeseen changes to the
Vocational Rehabilitation program resulting from, but not limited to; changes in
legislation, policy or any other requirements that are determined to be within the scope of
this contract. These charges are to be billed as incurred, will not be re-occurring and will
be approved as part of the VAC/Contractor Change Management Process. Because
these are unknown requirements at this time, VAC has estimated the annual requirements
for these services. Bidders are requested to provide hourly rates for the key services
identified in the Basis of Payment.
SECTION VI
TECHNICAL REQUIREMENTS
6.1 Introduction
The technical infrastructure used to support the Vocational Rehabilitation Services and
administration will be a critical factor for the success of the business. Technology in today’s
world is changing rapidly and the situation is no different in government. To facilitate an
understanding by the contractor of the technical expectation under the contract a description of
the existing VAC network and desk top configurations has been provided in Appendix 13.
It is important to note that these specifications represent the current environment. Technology is
rapidly changing and the Contractor must be able to anticipate changes to the current set-up.
SECTION VII
FINANCIAL REQUIREMENTS
7.1 INTRODUCTION
This section deals with the financial requirements of which the Contractor must deliver in the
course of the performance of work over the term of the contract (i.e.: the actual administration of
the contract after award). By way of example, this includes details on requirements for invoicing
and financial reporting formats. Although there is certainly a relationship between the financial
requirements detailed in this section, and the cost/pricing portions of bidders' contract proposals,
this section does not exist for the purpose of explaining cost/pricing requirements in relation to
bid proposals. Bidders should refer to sections within PWGSC's RFP/Contractual Document for
details on the cost/price requirements.
7.2 FINANCIAL SERVICES/CONTRACT ADMINISTRATION
The Contractor, through their "Financial Services" and "Contract Administration" sections, will
be required to provide support to this contract on an ongoing basis through permanent,
organizational structure. This required support relates directly to the following but not limited
to:
• billings for rehabilitation core services, direct program costs incurred through the
payment of client expense claims, eligible contract administration charges and
other charges for "as and when: required items;
• monthly management information in form of financial statements;
• ad hoc financial reporting; and
• access to files and accounting records in support of VAC audit activities.
7.3 FINANCIAL/PAYMENTS REQUIREMENTS
The Contractor, in conjunction with VAC, is responsible for the Vocational Rehabilitation
Services on a national basis and is the originator for all financial records dealing with the
program for the Department.
As noted in Section 2.16.6, the Contractor must have the capacity to accurately record, audit and
pay “pass through” program costs. Taking materiality, sensitivity and risk into account, the
Contractor will be responsible for the development and implementation of an adequate financial
control framework over the funds expended on the Department’s behalf. Expectations, which
should be addressed in development of the framework, shall include:
• segregation of duties; no one person should be able to control all aspects of the
payment process - the duty of authorizing payments should be performed
separately from those who issue payments;
• clarity in defining the roles and responsibilities of those involved at each stage of
the payment process;
• control system to ensure that only authorised personnel can effect a payment and
to ensure spending limits are observed; and
• the Contractor’s structure is supported by a complete and reliable set of
accounting records that meet generally accepted accounting principles.
The financial control framework shall be documented and made accessible in support of VAC
audit activities. The Financial Control Plan which outlines what will be included in the Financial
Control Framework must be submitted with the bid.
7.4 PAYMENT OF SERVICES
7.4.1 General
The Contractor is required to invoice VAC on a separate basis for each of the following
billable charges in the delivery of services under the contract - Vocational Rehabilitation
Core Services, Direct Program Costs; Contract Administration Charges; and “As and
When” Charges. The invoices shall be on company letterhead with an unique
identification number and the DSS contract number. Credit memos, issued by the
Contractor, for over billings, errors, and discrepancies shall be subject to the same
requirements. Supporting documentation (electronic and/or hard copy) must reconcile to
the invoices/credit memos. All invoices must be made available in electronic format
using Excel or Lotus, or such other software required by VAC.
7.4.2 Rehabilitation Core Services
The Contractor shall submit invoices, on a monthly basis, for the delivery of the
vocational rehabilitation core services (i.e., assessments, planning, and intervention
phases of the IVRP). Supporting documentation to be submitted with the invoice shall
readily identify the billable services provided itemized by client (Appendix 18) along
with the client's Progress Report. The contractor must ensure that the client’s unique
identifier appears on the supporting documentation.
Reimbursement of incurred business travel expenses will be in accordance with Treasury
Board Secretariat’s Travel Directive
(http://www.tbs-sct.gc.ca/pubs_pol/hrpubs/TBM_113/menu-travel-voyage_e.asp). The
Contractor shall be responsible for becoming familiar with the provisions of this directive
and ensure that all travel arrangements are in compliance to the directive. Travel expense
claims with necessary supporting documentation will be submitted with the monthly
invoice. VAC will not reimburse travel expenses that are outside the scope of the
directive.
Reminder: VAC will not reimburse the Contractor for services, which have not been
pre-approved and/or are not within the scope of the Individualized Vocational
Rehabilitation Plan.
7.4.3 Direct Program Costs
The Contractor is required to pay all plan related costs incurred by the client for
assessments, academic upgrading, training and related travel expenses. These “pass
through” program expenses are identified in the client’s rehabilitation plan and pre-
approved by the VAC Case Manager. The client is required to submit to the Contractor a
completed Vocational Rehabilitation Reimbursement Claim Form (Appendix 14) with
the original receipts attached. This Reimbursement Claim form is to be signed by the
client attesting to the expenses incurred. The Contractor is required to reimburse the
client or service provider on behalf of the client within 5 working days of receipt of the
expense claim.
With respect to reimbursement of funds disbursed on VAC’s behalf, the Contractor is
required to submit invoices on a semimonthly basis (or as negotiated with the Project
Authority). The Contractor will be reimbursed for actual funds disbursed with no
allowance for mark-up. The invoice shall be supported by the client's Vocational
Rehabilitation Reimbursement Claim Form with the original receipts attached. Once
VAC has confidence in the account verification process, and are sure that the volume of
transactions will be sufficient enough, we may ask for electronic supporting
documentation. VAC will not reimburse the Contractor for services, which have not been
pre-approved and/or are not within the scope of the Individualized Vocational
Rehabilitation Plan.
Disbursement for clients may include the following expenses:*
• training/tuition on semester basis
• transportation for client (parking, bus passes, mileage)
• books/software for training
• $40/month supply allowance
• internet fees to a maximum of $25/month
• physician reports
• specialized assessments
• licensing, certification costs
• cost of examination
• cost of assistive devices
• work hardening programs
• postage, faxing and long distance calls for activities on behalf of the client
• dependant care expenses at 50% of cost to a maximum of $250/month.
*Reminder: Direct program costs (pass through costs) are not to include overhead
expenses incurred by the Contractor to administer the services in this contract.
Those costs are a component of the fixed contract administration fees.
7.4.4 Contract Administration Charges
The Contractor shall submit monthly invoices showing 1/12 of the yearly fixed contract
administration fees. These costs include the Contract Manager, related Contract
Management Costs, stipulated report production, promotional material and the Client
Disbursement Processing Unit. Variable administrative fees (e.g., business travel
expenses) shall require supporting documentation substantiating fees charged.
Reimbursement of incurred business travel expenses will be in accordance with Treasury
Board Secretariat’s Travel Directive
(http://www.tbs-sct.gc.ca/pubs_pol/hrpubs/TBM_113/menu-travel-voyage_e.asp). The
Contractor shall be responsible for becoming familiar with the provisions of this directive
and ensure that all travel arrangements are in compliance to the directive. Travel expense
claims with necessary supporting documentation will be submitted with the monthly
invoice. VAC will not reimburse travel expenses that are outside the scope of the
directive
7.4.5 "As and When" Charges
This component allows VAC to estimate and pay for unforeseen changes to the
Vocational Rehabilitation Services not defined in the development/implementation and
operational deliverables resulting from, but not limited to; changes in legislation, or
policy and other requirements determined to be within the scope of the contract.
These charges are to be billed as incurred and pre-approved, in writing by the Project
Authority, as part of the VAC/Contractor Change Management Process. VAC will not
reimburse the Contractor for "As and When" services which have not been pre-authorized
in writing. Reimbursement for subcontracted professional services incurred on behalf of
VAC shall be paid at actual costs incurred and supported by vouchers/receipts. Other
charges shall be reimbursed as negotiated and agreed to by the Project Authority.
Reimbursement of incurred business travel expenses will be in accordance with Treasury
Board Secretariat’s Travel Directive
(http://www.tbs-sct.gc.ca/pubs_pol/hrpubs/TBM_113/menu-travel-voyage_e.asp). The
Contractor shall be responsible for becoming familiar with the provisions of this directive
and ensure that all travel arrangements are in compliance to the directive. Travel expense
claims with necessary supporting documentation will be submitted with the monthly
invoice. VAC will not reimburse travel expenses that are outside the scope of the
directive
Reminder: VAC will not reimburse the Contractor for services, which have not
been pre-approved.
For a sample invoice please refer to Appendix 18
SECTION VIII
HUMAN RESOURCE REQUIREMENTS
8.1 INTRODUCTION
It is important to note that the Human Resource Requirements as described in this section relate
to the ongoing support to the Contract post-implementation. Human Resource requirements for
the Contractor during the development phase should be detailed in the Implementation Plan as
defined in the Evaluation Criteria.
Throughout the life of the contract, there is a requirement for the Contractor to provide contract
management, operational and technical support to the Contract.
The Contractor must ensure that there are adequate levels of staff to support the Contract and
that staff meet the minimum requirements, as outlined below. Preference will be given to the
Contractors that demonstrate that their service delivery staff have experience related to VAC’s
clients (i.e. familiarity with the particular needs of VAC’s client group). The Contractor should
submit a Human Resources Plan in the Rated Requirements that clearly defines what resources
will be provided to support the Contract.
8.2 REHABILITATION DESIGNATIONS
The proposed personnel performing the work directly with our clients must have the following
certification and education:
• All proposed personnel providing Vocational Rehabilitation must have a
bachelor’s degree in Social Sciences, Health Sciences, Human Services or a
related field with a minimum of 3 years experience in the provision of Vocational
Rehabilitation or “Current/active RRP, CCRC or CVE designation/certification.
• Preference will be given to those professionals who have the RRP, and/or CCRC
or are regulated professionals
• Staff with no RRP or CCRC must be supervised by someone who has their
current/active RRP or CCRC The supervisor will be expected to sign off the
reports prior to sending to VAC.
For audit purposes, the proof of education/qualification must be on file.
VAC reserves the right to review, accept or refuse individual counselors based on previous
experience.
8.3 EMPLOYEE SECURITY REQUIREMENTS
All personnel performing work under this contract, including any sub-contractor staff, must have
a valid enhanced reliability security level (except where exempt by VAC for individual client
cases where the services are being provided outside of Canada). The contractor must provide
written proof that employees meet this requirement prior to implementation. Contractors must
specify how ti is intended the security clearances are maintained and reviewed over the life of the
contract.
8.4 CERTIFICATION OF BILINGUAL EMPLOYEES
Employees who are performing work in a designated bilingual capacity must be fluently capable
of communicating both orally and in writing. The contractor must stipulate the type of testing
which has been performed to assure this capacity and describe how the level of fluency is
maintained.
SECTION IX
PERFORMANCE MEASURES AND MANAGEMENT REPORTING
Joint Management Arrangements
The Project Authority recognizes that is has major role to play in making the Contract successful
and that the provision of services by the Contractor and the project authority will be closely interrelated.
It is likely that liaison arrangements will be required in order to safeguard the parties
mutual interests by providing a forum for dialogue, which, in addition to reviewing performance
to date, will be particularly important in maintaining a flexibility over the period of the contract.
The arrangements will need to encompass a change procedure where the impact of future
changes on the level of payments by the project authority can be clearly and transparently shown.
Performance Standard
The performance standards specified herein describes how performance will be tested against
standards. The Contractor will otherwise be expected to act in accordance with relevant
Canadian Standards and best industry practice.
Monitoring arrangements to verify and measure the Contractor’s performance will be set out in
the Contract. Monitoring will be carried out by the Contractor and will be audited by the project
authority.
9.1 Performance Measurement and Outcomes
VAC is responsible for ensuring quality and consistency of the VAC Vocational Rehabilitation
Services it purchases.
VAC reserves the right to evaluate the performance of the Contractor and sub-contractors. This
evaluation may consist of:
• on-site audits
• customer service surveys
• process and outcome measure
• quality assurance reviews
VAC will use performance data to determine future referrals to Contractors and to establish best
practices. VAC will evaluate Contractor and sub-contractors performance based on client
success outcomes and quality of service. Contractors will receive feedback on quality of service
from VAC on an as needed basis. Any issues will be addressed in writing by VAC immediately
and corrective action will expected to be taken by the Contractor. It is the Contractor’s
responsibility to advise VAC if client complaints are received.
VAC will monitor Contractors and sub-contractors on an ongoing basis, and evaluate overall
performance for both process, such as quality and timeliness of reports, and outcomes such as
employment, program costs, and duration of service.
Audits of Contractor and sub-contractors facilities, records and files may be conducted to ensure
they are complying with VAC standards. The Contractor and sub-contractors must be available
for on-site visits from VAC and make records available for review. The Contractor will provide
statistical information to VAC regarding the performance of the responsibilities as described in
this Statement of Requirements.
The Contractor and sub-contractors may also be evaluated using Customer Satisfaction Surveys.
The Contractor must demonstrate at the bid stage their Quality Assurance Program and dispute
resolution process (to resolve issues that may arise between the client and the Contractor).
The Contractor shall have a quality improvement plan that addresses areas to be improved as
determined through it’s own quality assurance program and through feedback from VAC.
The Contractor must have a performance measurement system in place that is acceptable to
VAC.
Glossary of Terms:
Achievement Testing:
Measures the achievements or proficiencies which a client has learned in the past, usually in
typical areas of schooling, such as language arts, mathematics, and science. Examples of
Achievement Tests include the Canadian Adult Achievement Test (CAAT™) and the Test of
Adult Basis Education (TABE™).
Active Job Search Assistance:
Describes all activities involved in active pursuit of suitable gainful employment. Clients will
have all necessary preparation activities completed (resume, cover letter, interview practice, how
to access the hidden job market), and will be concentrating solely on job hunting. The Contractor
will support and manage clients, as well as providing them with potential job leads (when
available).
Aptitude Testing:
Measures a number of abilities important for academic or occupational success. The assessment
of a client's aptitudes is useful in many different situations, such as the following:
• to identify some of the client's attitudinal strengths and weaknesses as an aid in
vocational assessment, job placement, and / or retraining.
• to obtain an objective means to help increase the self-awareness of a client who
has an unrealistic view of his / her abilities.
• to identify specific occupational and / or educational options for exploration
which reflect a client's attitudinal strengths.
• to evaluate potential success of a client in a particular course of action such as
retraining or a new occupation for which a certain level of proficiency in specific
aptitudes are necessary.
• to determine if the client needs to develop any aptitudes further, prior to entering
retraining or a specific occupation.
• to identify clients which are most likely to succeed in a particular occupation as
part of a selection process.
Ceased Case
A case where the Individualized Vocational Rehabilitation Plan is discontinued due to lack of
evidence of capacity to work or evidence of incapacity to work.
Client Related Travel
Any Travel related to the provision of vocational rehabilitation core services that are required to
be delivered in person by the voc rehab provider.
Closed Case:
A case where the Individualized Vocational Rehabilitation Plan has been completed and benefits
are ceased based on evidence of the client’s ability to obtain suitable employment.
Disability
( see “impairment”)
Ergonomic Assessment
An in-depth study of the workplace and how it relates to the worker performing the job tasks.
The assessment considers human factors, task requirements, work station organization, and
environmental factors that must be accounted for in order to design a safe and productive work
place, and hence match the job tasks to the worker. The assessment will provide
recommendations that may assist in achieving the goal of fitting the job tasks to the worker.
Functional Capacity Evaluation (FCE) / Functional Ability Evaluation (FAE)
An intensive short term physical capacity evaluation using a battery of tests focusing on the
determination of selected work tolerance areas and functional limitations. It includes a
physiotherapy evaluation, including general level of fitness for work, assessment of the workers
range of movement, stability, flexibility and strength. Also included is an occupational evaluation
(workers ability to carry out the essential elements of the job including stamina and possibly
workers overall functional abilities and functional tolerances) .
Impairment
The loss or lessening of the power to will and to do any normal mental or physical act.
Intelligence Testing
Intelligence testing usually provide some form of a single global measure of a client's general
level of cognitive development, such as an IQ score. Some tests also provide scores on sub-tests
of various components of intelligence. The assessment of a client's general level of intelligence is
useful in many different situations, such as the following:
• to identify the client's intellectual level as an aid in vocational assessment, job
placement, training and / or education.
• to obtain an objective means to help increase the self-awareness of a client who
has an unrealistic view of their intelligence.
• to evaluate potential success of a client in a particular course of action such as retraining
or a new occupation for which a certain level of intelligence usually is
required.
• to identify; clients who are most likely to succeed in a particular occupation or
educational opportunity as part of a selection process.
Individualized Vocational Rehabilitation Plan (IVRP)
This is an organized systematic plan for client engaged in the vocational rehabilitation as well as
a monitoring tool which can be used to ensure the client is receiving effective service and making
progress.
An IVRP should include:
• a long term vocational goal for the client and short term vocational objectives to
assist in attaining the occupational goal
• a description of specific interventions to be provided to assist the client in
attaining the occupational goal
• the anticipated start date and expected duration of each intervention
• the anticipated cost of each intervention, itemizing disbursement costs and
projected hours of Contractor time associated, who will pay for the intervention (if
there is partnership with Insured Service Provider or another vocational agency,
and any other associated costs)
• a method of determining whether the goal and objectives are being reached
• an outline of Contractor and client responsibilities
• signatures of the client, Contractor, VAC Case Manager, treating physician (if
applicable), Insured Service Provider/partnering agency (if applicable)
Insured Service Providers
Are the providers of services under a provincial health care system, provincial or federal
workers’ compensation plan or Service Income Security Insurance Plan which may assist in a
rehabilitation or vocational assistance plan.
Job Coaching
Individualized mentoring, training and evaluation on the job, by a qualified job coach. The job
coach will work along side the client in their work placement to assist them in learning how to
succeed on the job and how to resolve issues and barriers as they arise. This assistance will be for
a specific period of time to help the client adjust to their work environment.
Job Development and Placement
The process of locating and supporting a specific permanent job placement on behalf of the
client, by working with various community resources on behalf of clients who require in-depth
assistance. This does not include the aid of a job coach, but rather activities done by the
Contractor. The permanent employment pursued will not include sheltered work environments,
rather it will be in support of suitable gainful employment.
Job Demand Analysis
Is the research and analysis of; the physical requirements of a specific job in all it's activities, the
skill required to perform each activity of the specific job satisfactorily and the tools, equipment,
machines, work aids and materials used to accomplish the job.
Job Modification
Job-site, employer supported accommodations, intended to eliminate potential physical or
emotional workplace re-entry barriers, in order to support the client's return to active, suitable
gainful employment. This could include the implementation of appropriate assistive devices, job
coaching, ergonomic adjustments etc.
Job Search Preparation
Assisting the client learn how to complete a resume and covering letter as well as learn relevant
job search techniques (accessing the hidden job market, interviewing skills etc.).This may be
accomplished one-on-one or in a group setting. Job Finding Clubs are considered in place of this
activity.
Labour Market Information/Analysis
Assisting the client in researching and gathering occupational information, economic and social
trends, job outlooks and local/regional/national labour market conditions. Information sources
include HRSDC (Service Canada) and other government agencies, as well as that gathered by
direct contact with employers/employer groups in the area where the clients future job search will
be conducted. An in-depth analysis of this data will assist the client in making sound
occupational choices that are labour market viable.
Medical Rehabilitation
Includes any physical or psychological treatment whose object is to stabilize and restore the basic
physical and psychological functions of a person.
Neuropsychological Assessment
An evaluation process used by Neuropsychologists to assess the working brain, to determine how
well the brain is producing cognition and behavior. The process involves collecting information
from many sources through various methods, and then analyzing and integrating the information
to achieve meaningful conclusions to best understand the person's strengths, limitations and
rehabilitation needs. The methods of accomplishing Neuropsychological assessments include
interview, history taking, reports of the patient and family and friends, observations in the
clinical setting, observations in other settings, clinical tasks and standardized testing. The
primary goal of the evaluation usually includes description of the client's intellectual, cognitive,
sensory and psychomotor skills; description of the client's emotional and behavioral status, and
description of family support systems and their value to the client. The information in the report
is intended to facilitate a treatment plan.
Occupational Skills Training
Provides specific educational training, addressing the areas of; skills, knowledge and ability
required to obtain and maintain employment in a specific occupation.
On The Job Training
The training of an individual in the actual work place where he / she learns the job from a
supervisor or trainer employed by the company.
Psycho-social Rehabilitation
Includes any psychological or social intervention whose object is to restore a person to a state of
independent functioning and to facilitate their social adjustment.
Psycho-vocational Assessment
To identify suitable occupational options by taking into account the client's aptitudes / learning
potential, academic levels, vocational interests, personality characteristics, general psychological
functioning, transferable skills and labour market information. This type of an assessment can be
used when there is minimal information regarding suitable occupational options or when
retraining is considered and there is a question as to whether the client possesses the intellectual
potential to succeed in an academic upgrading or training program. This assessment can also
comment on the client's general psychological functioning in terms of their ability to function in
the workplace, if this issue is a concern. These assessments require a registered psychologist who
has a specialty in clinical or rehabilitation psychology.
Partnership
To negotiate on behalf of the client and VAC, with Insured Service Providers or other
community partners who have been providing service or will provide service to the individual.
Examples of negotiated agreements would be; sharing information to avoid duplication of
services or a mutually beneficial cost sharing approach that will assist the client return to work.
The initiation of this contact will be discussed with the VAC Case Manager to determine the best
approach. Cost sharing will be suggested for client activities which have not yet been performed
and information sharing may involve the exchange of information already completed.
Rehabilitation Services
All services related to the medical, psycho-social and vocational rehabilitation of a person.
Return To Work Hierarchy:
1. Return to work in the same job, with the same employer,
2. Return to work in a different job with the same employer.
3. Return to work in the same job with a different employer,
4. Return to work in a different job with a different employer.
5. Re-educate and re-train
6. Self Employment
Suitable Gainful Employment
Employment for which the Veteran is reasonably qualified by reason of education, training or
experience and that provides a monthly rate of pay equal to at least 66 2/3 % (2/3) of the inputted
income that was used to calculate the earnings loss benefit. Since earnings alone do not
determine whether the regular capacity to pursue work exists, elements of functional capacity and
productivity must also be assessed.
Short Term Upgrading
The upgrading of necessary academic credits to achieve appropriate grade levels for entry to
work or skilled training courses.
Transferable Skills Analysis
An inventory of any work, knowledge and competencies learned by the client during his / her
work life that can be used in other specific jobs. The client's general educational background is
also a factor in this analysis.
Tutorial Services
Services provided by a qualified tutor that will assist the client in understanding and achieving
academics goals that have been established.
Unpaid Work Experience
A work evaluation experience that takes place in a competitive job or job training setting, and is
the most direct method for analyzing all aspects of work behavior. This is an unpaid job
experience. In this type of evaluation, the client is placed in an actual work station on the job and
his or her performance is observed by the employer or work supervisor. The work station is an
actual job site where individuals participate in a real work environment performing real work
duties. The Contractor maintains a close relationship with the client and employer. Work stations
are generally set up in the business sector and can also be found in rehabilitation facilities. This
experience is used to obtain information unavailable through other methods or to verify
previously obtained information to determine client's suitability for a specific job.
Vocational Assistance
Includes employability assessments, career counseling, training, job-search assistance and job-
finding assistance, whose objective is to help a person find appropriate employment.
Vocational Evaluation
Vocational Evaluation is a comprehensive assessment which assists individuals identify relevant
vocational outcomes. It uses real or simulated work samples along with psychometric
standardized battery of tests to evaluate individual aptitudes, interests, intelligence, and
achievement in a vocational capacity.
Vocational Interests Tests
Tests or exercises which by their personality-based content are intended to reveal interests and
preferences. Examples of tests are; Canadian Occupational Interest Inventory, Canadian
Occupational Preference System and Strong Campbell Interest Inventory™.
Vocational Rehabilitation
Includes any process designed to identify and achieve an appropriate occupational goal for a
person with a physical or a mental health problem, given their state of health and the extent of
their education, skills and experience.
Work Hardening
A program that is structured according to specific individual requirements and goals using a step
by step approach. Work hardening deals with improving productivity, physical tolerances and
other behaviors related to the work place.
Work Sample
Refers to the emulation of an actual industrial task, business operation or a component of an
occupational area used by an evaluator to determine the individuals work aptitudes and abilities
to function within a related vocational areas while providing the client with direct feedback
relative to his / her performance in these areas. Work samples also refer to a well defined work
activity involving tasks, materials, and tools which are identical or similar to those in an actual
job or cluster of jobs. It is used to assess an individuals vocational aptitudes, worker
characteristics and vocational interests. Examples of work samples are; Singer Evaluation
System, Wide Range Employability Sample Test and Valpar Component System.
Work Trial
After the client is working at a suitable gainful level, a three month paid work trial will be
introduced to allow the client time to adjust and confirm their ability to return to the work-force.
The Contractor will monitor and conduct follow-up activity to ensure that the client has
successfully regained the capacity to work. During this time the client will continue to receive
their VAC benefits as well as their wages from employment or earnings from self-employment. If
after three months the client has regained the capacity to work, the clients VAC benefits can be
ceased.
HYPOTHETICAL CASE STUDY
[the purpose of this is for the evaluation of proposals]
Mr. Joe Smith, age 43, was an infanteer with the 2nd RCR’s for 14 years, and completed six
peacekeeping deployments from 1992 to 2002. He was released from the Regular Forces in May
2003. He has since applied to VAC for a PTSD pension.
Mr. Smith has been married for 20 years and has two children; a two year old daughter and a
seven year old son. He and his wife, Colleen, age 40, were very close up until his return from his
last deployment to Afghanistan. His wife stated that she “doesn’t recognize her husband
anymore”. “After he returned from Afghanistan, his personality seemed to have changed; he was
angry all the time and did not pay any attention to the children”. She claims her husband
withdrew from her and the family and did not participate in family functions or external family
events. This placed a strain on their marriage which was not resolved by marital counseling.
Joe’s previously moderate use of alcohol had increased dramatically and he had started to use
more illicit and prescription drugs, on his return from Afghanistan. He is now drinking and using
drugs and alcohol on a daily basis. He has also become physically and verbally abusive toward
his wife and children, which led to their present separation. His wife has the children full time
and Smith visits the children every weekend.
After his discharge from the military, Smith was referred by his family physician to a PTSD
specialist, psychiatrist Dr. Lyst for treatment. He remains involved in active treatment to date. He
denies any problem with alcohol and drugs and says they are therapeutic, helping him cope with
the memories of his peacekeeping experiences and the lack of sleep he experiences regularly. Joe
spends his day at home sitting on the couch watching TV, smoking cigarettes and drinking beer.
He is not exercising or eating well and acknowledges that this is not a healthy lifestyle but can
not seem to motivate himself to change.
He complains of chronic pain but his doctor cannot confirm the cause of the pain in his lower
back. His career as an infanteer for 14 years would have required that he train heavily on a daily
basis, running long distances while carrying a full field pack when preparing for a deployment.
He has been referred to orthopedic specialists who tell him the pain is all in his head. He has
trouble sleeping and concentrating during the day as a result of the chronic pain.
Mr. Smith has accessed VAC’s pension services and views VAC as an opportunity to replace his
lost income from his active duty pay. He believes he can work but is concerned about what work
he can do that will pay as much or more than he was earning in the army. He knows he needs to
go back to school as he dropped out at the beginning of grade 12 to go to work. Because of his
lack of high school education as a minimum, all of his civilian work had been minimum wage,
which was what led to his enlisting in the CF. He was already married and he and his wife felt
that it would be the best choice on a financial basis as well as for career opportunities. They had
delayed starting a family because of concerns about inadequate income and lack of opportunities.
Although his academic ability was good, he feels he is too old to go back to school and would
have difficulty with the work in any case.
He feels he is owed assistance with his transition from the military, both on a financial and
service level from VAC, to reimburse him for his military service over the years. He is not very
happy about the amount of paper work and the apparently slow administrative process he has
witnessed so far. He has spoken with several staff members at the district office and is often
confused by this and cannot remember who he spoke with last. His impression is that VAC is not
interested in helping him and is not going to be able to meet his needs because they don’t seem to
be comfortable dealing with him. He gets the sense that the staff are afraid to talk to him and that
his condition is scaring them because they seem to give him the run around and avoid him.
He has been hospitalized a few times over the past year for suicidal ideation and an overdose of
pain medication. He is willing to improve his situation but wants help from the VAC Area
Counselor to be successful.
APPENDICES TO SOR
[Appendices
are not included...see PDF file]
Departmental Description and Structures
1. Detailed listing of VAC Offices
Flow Diagram
2. Outline of Services
Sample Report Formats (Requested Content ONLY)*:
3. Initial Vocational Assessment Report
4. Employability Assessment
5. Individualized Vocational Rehabilitation Plan
6. Progress report
7. Job Search Agreement
8. Employer Contact Sheet
9. Return to Work Follow up Report
10. Closure Report
TABLES:
11. Anticipated Distribution of Vocational Rehabilitation Clients (for the next five
fiscal years)
12. Minimum Standards for Protected and Classified Assets
OTHER:
13. Infrastructure and Mandatory Operating Requirements for Data Interchange
14. Vocational Rehabilitation/Vocational Assistance Reimbursement Form
15. Area Counselor Client Centred Assessment
16. VAC/Client Agreement Form
17. Re-Establishment and Compensation Programs Rehabilitation and Vocational
Assistance Program Rehabilitation Related Expenses - Interim Policy
18. Sample Invoice
19. Authority for Veterans Affairs Canada to Release the Personal Information of a
Participant in the Rehabilitation Program
*Report content and form subject to change at the request of VAC. Any costs incurred as a
result of these changes are the responsibility of VAC.
Source:
MERX http://www.merx.com/
New Veteran Charter (NVC) Vocational
Training Contract Tender:
PDF
link: MERX
Tenders/PW-$MCT-001-3184.A001.E.PDF
Other
associated links:
MERX
Tenders/PW-$MCT-001-3184.A002.E.PDF
MERX
Tenders/PW-$MCT-001-3184.A004.E.PDF
MERX
Tenders/PW-$MCT-001-3184.U000.E.PDF
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